We are dedicated to provide our customers with the best service possible and our customer service charter sets out our commitment to this.
We commit to:
Help our customers when they need us:
- Use our technical expertise to provide the best overall solution from design to installation for all our customers, liaising closely with them throughout the project to ensure that we provide a quotation to meet their specific requirements.
- Continue to offer an online helpdesk and knowledge base for enquiries relating to building with engineered timber.
Provide quality products and services:
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Provide quality products and services that comply with our own and industry strict quality procedures at every stage of the process from quotation, through manufacturing to delivery - ensuring we deliver right first time anywhere.
Protect health and safety:
- Ensure that the health and safety of our customers is protected - by working to eliminate accidents and ensuring procedures are in place and followed by all of our staff. In addition providing appropriate information around handling our products.
Resolve Disputes:
- Investigate and resolve disputes quickly - listen to our customers’ issues, investigate and report back within a set timeframe and to guarantee that any lessons learned are fed back into the business to ensure we strive never to make the same mistake twice.
Listening to our customers:
- Regularly ask for their feedback and act upon it to ensure we constantly improve our products and services.
- Provide drawings and all other appropriate documentation relative to the individual project.
Respond quickly:
- Provide a service around cost and design details within an agreed timeframe to ensure that our customers have the information they need when they need it.
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Answer any queries quickly.
Sustainability and responsible sourcing:
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Operate a strict sourcing policy to only procure our timber from 'legal and sustainable' sources.
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Work with our numerous suppliers to ensure we continually improve our environmental performance and further enhance our customer offer.
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Always seeking to develop new products to meet the new environmental and sustainable challenges.
Legislative Compliance:
- Keep abreast of future changes to building regulations and adapt and developing our design, quality and product solutions accordingly.
Corporate and social responsibility:
- Support the Saint Gobain pledge to manage our business in the most environmentally and socially responsible manner possible and take the issue of sustainable development seriously.
- Continue to support charities and local communities by both raising funds and providing practical support for specific projects.
Partnering with our suppliers to ensure:
- Consistent stock quality and legal and sustainable sourcing.
- Stable pricing, less susceptible to market fluctuations due to long term purchasing agreements with supplier partners.
- Regular stock turnaround ensuring fresh stock.
- A full range of stock being available quickly to meet customers’ needs.
Download Pasquill's Customer Service Charter
