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Governance

Transparency, accountability, and fairness are central to how we operate. This page outlines our commitments to you.

Customer Promise

We promise to treat every customer with respect, honesty, and professionalism. We will provide clear information, fair pricing, and quality workmanship on every project. If something goes wrong, we will put it right.

Complaints Procedure

  1. Raise your concern — Contact us by phone (01792 44 66 46) or email ([email protected]). All complaints are logged within 24 hours.
  2. Acknowledgement — We will acknowledge your complaint within 2 working days and assign a named owner.
  3. Investigation — We will investigate thoroughly and keep you updated on progress.
  4. Resolution — We aim to resolve all complaints within 10 working days. If more time is needed, we will explain why.
  5. Review — All complaints are reviewed for root cause and fed back into our training and quality processes.

Response Timelines

  • General enquiries: Response within 2 working days
  • Grant eligibility checks: Response within 3 working days
  • Private project enquiries: Response within 2 working days
  • Complaints: Acknowledged within 2 working days, resolved within 10

Quality Control

Every project follows our structured quality assurance process:

  • Pre-install gate: assessment, sign-off, ventilation review, evidence, funding eligibility
  • Install QA: safe isolation, materials, fixings, compliance, customer demonstration
  • Post-install: evidence audit, satisfaction check, snag review, TrustMark readiness
  • Monthly review: fail analysis, complaint trends, evidence sampling, training adjustments

Equality Statement

C&T Group is committed to equality of opportunity for all. We treat every customer, employee, and partner with dignity and respect regardless of age, disability, gender, race, religion, sexual orientation, or any other protected characteristic.

Data Handling

We take your data seriously. All personal information is:

  • Collected only for legitimate purposes
  • Stored securely on UK-based systems
  • Never sold or shared with third parties for marketing
  • Retained only as long as necessary
  • Managed in compliance with GDPR

For full details, see our Privacy Policy and GDPR Statement.