Customer Satisfaction

Fitrite Direct is committed to helping our customers and providing an excellent product and service, which is why we constantly need your feedback to help us improve our service to you.

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Complaints Procedure

Fitrite Direct endeavour at all times to deliver a professional, caring and courteous service to all our customers. If you feel that you are not completely satisfied with the product or service you receive, we would like to hear from you. Our Complaints Procedures is explained below. A hard copy is available by clicking here, via request from our Head Office by emailing or by writing to us at the address below.

Making a Complaint

You can make a complaint via any of the methods listed below.


You can fill out our online contact form by clicking here


You can contact our dedicated customer service team by calling 0800 304 7163, Monday to Friday 8.00am to 8.00pm.

Write to us

Letters can be addressed to the complaints manager at

Fitrite Fencing and Decking Limited.
Ferrymoor Way,
Park Springs,
South Yorkshire,
S72 7BN

What will happen when you complain?

  • We will treat your complaint fairly and impartially.
  • We will seek to investigate and resolve any complaint as quickly as possible.
  • If we have made a mistake we will apologise and offer redress or remedial action wherever possible.
  • If we reject your complaint we will explain why it has been rejected and what options remain available to you.
  • We will change the way we do things to avoid making the same mistake in the future.

If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.

For all complaints we will acknowledge your complaint promptly and write to you again with a Final Response to your complaint, in most cases within 10 business days from receipt of your complaint, but no later than eight weeks. If we are unable to give a Final Response within this period we will write to you informing why we are not in a position to make a Final Response and indicate when we expect to be able to do so.

Financial Ombudsman Service

If you are still not satisfied with our Final Response, you may be entitled to refer your complaint to the Financial Ombudsman Service [FOS]. You must do so within 6 months of receiving our Final Response. You can contact them at:

Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
E14 9SR.

0845 080 1800



We will send you a copy of the FOS consumer information leaflet within our response to you. We are not covered by the Financial Services Compensation Scheme.