Policies

Complaints Procedure

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 02920 1000 04, or write to us at 15 Victoria Terrace, Tredegar, or email us at info@birchelectrical.com and we aim to respond within x days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. 

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 981 2929'. 

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payment policies

Payments

Paying an Invoice for a Completed Service

BIRCH ELECTRICAL have a rigid Payment criteria, whereby we'll only take payment from you once the work is complete and your completely happy with our Service.

Our Invoicing system allows a maximum of 14 days for Commercial and Private customers to pay the full balance once work is complete. These dates can sometimes be extended depending on personal circumstances or if deemed necessary by our Team.

Paying for a Regular Service

Some Services that BIRCH ELECTRICAL offer are Regular  Payments are accepted by Bank Transfer only and you'll find more information on how to pay by transfer below.

We issue a request for payment by either Text Message or Email after you've received the Service sessions from Birch Electrical. No payment is requested up front and all we ask is that your balance is cleared before your next service date.

How to Pay

Our Payment Policy is similar to most Companies including our affiliated Brand 'Apollo Wales'. You'll find that our Payment procedures and Policies are the same as theirs and given below.

Payment can be made by Bank Transfer:


You'd need to request the Bank Details from our Team and electronic payments should be made on the same day as the service to ensure it reaches our Accounts within 2 days. We are aware that some payments are instant, however we allow this time to ensure no further action is taken.


Payment by Credit or Debit Card:


Please inform us at the time of booking that you'd prefer to pay by this means to ensure a payment terminal is available.


All payments are charged at 1% with a minimum amount of £3.00 being taken.


Payment by Cash:


Payments by cash should be given to the engineer who'll provide you with a receipt (or if you'd prefer, an electronic receipt to save paper!)


Payment by Cheque:


We accept Payments by cheque , (BIRCH ELECTRICAL)


Late Payment


There are times where we all forget something and with life in the way, who can blame us?


At BIRCH ELECTRICAL, we totally understand that sometimes, you simply forget to issue a payment, that's why we'll send you a reminder just before your payment is due and a few days afterwards should we not have received it.


If after a few days, we still haven't received a payment, we'll give you a call, a text or an Email just in case you've forgotten.


If you still don't pay us and we can't agree on a way of achieving payment, here's what happens:


DAY 1   - Your Invoice is issued allowing you 14 days to Pay.


DAY 14  - Your Invoice is now Due and should be paid (or already have been paid)


DAY 15 - We'll send you an Email, Call or Text to remind you.


DAY 17 - A £30 Charge will be added to your Account as an Administration fee. 1% of the balance will be added daily. We will add these details to a Credit Reference Agency.


DAY 30 - A £30 Charge will be added to your Account as an Administration fee.


DAY 30 - A Final Letter will be sent to you requesting Payment.


DAY 40 - A £50 Administration Charge will be added to your Account.


DAY 40 - A Demand Notice will be issued to you formally requiring payment.


DAY 50 - A 15% Charge of the total Balance on this Date will be added to your Account.


DAY 51 - Your Debt will be Sold to a Debt Recovery Agency or a Solicitor Appointed to further retrieve the Payment.


DAY 51 - Further correspondence from this point will be from Third Party Agencies. 






(Contractor Specific)


PAYMENTS ARE MADE AT REGULAR INTERVALS FROM BIRCH ELECTRICAL.

YOUR INVOICE WILL TAKE APPROXIMATELY 30 DAYS TO BE PAID.


OUR SCHEDULED PAYMENT DATES ARE:


1ST OF EACH CALENDAR MONTH


15TH OF EACH CALENDAR MONTH


INVOICES RECEIVED 29 DAYS OR LESS THAN THE ABOVE DATES MAY BE CARRIED FORWARD ONTO THE FOLLOWING DATE.


IF YOUR PAYMENT HAS NOT BEEN RECEIVED WITHIN THE SPECIFIED ARRANGEMENTS ABOVE, PLEASE SUBMIT A QUERY VIA THE SYSTEM TO THE RIGHT OF THIS FIELD.

Payments from BIRCH ELECTRICAL maybe subject to checks to verify the work carried out prior to issuing. Please note that payments can sometimes be issued sooner at our discretion, however you should allow the maximum time possible before querying a Payment with us.