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Service


Quality System

F. Ball and Co. Ltd. recognises that the integration of the principles of quality management into the Company’s business processes is fundamental to the achievement of its quality aim of:

Total Customer Satisfaction

To facilitate this, a formal quality management system which meets the requirements of British Standard BS EN ISO 9001 is in operation.

BS EN ISO 9001 Certificate
BS EN ISO 14001 Certificate
BS OHSAS 18001 Certificate

Quality Policy

Servicing Customer Needs

Leading the way in service, Setcrete is clearly focused on identifying and satisfying customer needs. The company has a proven track record of providing excellent sales support through a dedicated customer service team and Brand Merchandisers

Technical Service

Our experienced technical service department offers advice and specifications for individual projects. They can be contacted by telephone, e-mail or via our social media channels.

A team of Brand Merchandisers are located throughout the UK to provide on-site support to any installation project.

A wide range of literature is produced by the company to the correct selection and application of  Setcrete products to ensure the best results.

Manufacturing Excellence

Purpose-built for maximum efficiency, the Company’s manufacturing facility complies with the stringent requirements of ISO 9001. This provides the control at every stage – ensuring the highest standards are maintained throughout manufacture, from the supply of raw materials to the despatch of the finished products – guaranteeing complete consistency.

Recent investment in a new 30,000 sq ft manufacturing facility has extended the company’s production capacity, ensuring excellent levels of customer service and further reinforcement of the company’s rapid despatch policy.

Designed and constructed using the very latest technology, the new facility incorporates a number of energy saving measures to ensure that energy consumption is kept to a minimum, whilst reducing the potential for noise and dust emissions. Manual handling is also reduced through the use of a technologically advanced ‘robot’ palletising system, designed to meet the high throughput of product delivered by fully automated packing machines.

The ultra-modern facility includes substantial warehousing that enables ex-stock shipment of products throughout the UK and world-wide.

Research & Development

Also benefiting from purpose-designed and equipped facilities is the Development Laboratory – the source of continuous product improvement and innovation. Product development is managed by a committee of specialists from sales, marketing and technical departments. Their work is driven by a variety of requirements – the needs of the market, improved product performance, the introduction of new types of floorcoverings, the availability of new raw materials, new and changed legislation and technical considerations. All development is carried out within the Company’s ISO 9001 quality system.

Quality Control

To ensure continued achievement of reliably high standards of product quality, the facilities include a specialist Quality Control laboratory. All raw materials entering the factory are supplied into pre-production stock subject to agreed standards of conformity. Every product batch is tested before distribution, with retained samples allowing total trace ability of all manufactured product.

Environmental Awareness

F. Ball’s purpose designed manufacturing facility is located on the edge of the Peak District National Park in a valley where rivers, canals and rural walks attract many tourists. Accordingly, the Company was particularly concerned that the relocated operation in Cheddleton, Staffordshire, should have the lowest possible impact on its surroundings.

Careful planning has provided a landscaped layout with the shape and colour of the buildings designed to blend with the surrounding area. Protection of the local environment was central to this process, with mandatory standards being greatly surpassed.

A formal environmental management system, which meets the requirements of British Standard BS EN ISO 14001 is in operation.

Environmental Policy

Health & Safety

In accordance with the requirements of Section 6 of the Health and Safety at Work etc., Act 1974 (as amended), information is provided for our customers to ensure, so far as is reasonably practicable, that they can meet their legal obligations under the Act. Health and Safety information in respect of our products is provided on appropriate safety data sheets. Certain Health and Safety information can also be found at www.f-ball.co.uk or on product labels and within technical literature published by the Company.

Products supplied by this Company could, if incorrectly used, handled, processed, stored, transported or disposed of, give rise to risks to Health and Safety. Prior assessment of the suitability of any product for its intended purposes must be made and all relevant Health and Safety requirements must be studied, understood and applied.

Guarantee

ADHESIVES

STYCCOBOND Adhesives are guaranteed against manufacturing defects. F. Ball and Co. Ltd. certify that when properly set, dry or cured they will secure the floorcoverings and other materials described in our Recommended Adhesives Guide and other technical data published by us, and current at the date of the installation.

 

CONDITIONS OF GUARANTEE

This guarantee is conditional on each of the following terms having been complied with by you.

(a) The adhesive shall be stored as specified on the label.

(b) The installation must be carried out precisely in accordance with the instructions and recommendations published in the current installation guide or other technical data published by us relevant to the floorcovering and other materials.

(c) The floorcovering or other materials will have been subjected only to normal traffic.

(d) Adequate facilities must be provided to us to enable examination of the site and materials. Also sufficient time must be provided to us to fully investigate the complaint and to report on the reason for it arising.

COMPENSATION – In the event of bond failure caused by a manufacturing defect in the STYCCOBOND Adhesive, the Directors of F. Ball and Co. Ltd. will –

(a) Pay reasonable labour costs incurred for remedial work.

(b) If, in our opinion, the floorcovering or other material, due to bond failure, is not in a satisfactory condition to be re-laid, we will pay the manufacturers’s price for replacement material of similar type or quality.

(c) Supply free of charge, sufficient STYCCOBOND Adhesive to secure the floorcoverings or other materials.

FLOOR SMOOTHING UNDERLAYMENTS AND MEMBRANES

STOPGAP Floor Smoothing Underlayments and Membranes are guaranteed against manufacturing defects. F. Ball and Co. Ltd. certify that they are suitable for the conditions, sites and traffic described in our current technical data.

These Underlayments and Membranes are guaranteed to create surfaces suitable for the application of STYCCOBOND Adhesives to secure floorcoverings.

CONDITIONS OF GUARANTEE

This guarantee is conditional on each of the following terms having been complied with by you.

(a) The Underlayments and Membranes must be stored in accordance with the conditions specified on the data sheet or label.

(b) The substrate must be in the suitable condition described in our brochure ‘Subfloor Preparation Guide’, or other current technical data published by us.

(c) The Smoothing Underlayment and Membranes must be mixed and laid in accordance with our printed instructions.

(d) Should the Smoothing Underlayment or Membrane not set and dry in the period quoted, not bond to the substrate, or disintegrate, the failure must be reported to us immediately and we must be provided immediate access to examine it in situ before it is uplifted and obtain samples for analysis. Any unused Smoothing Underlayment must also be retained for inspection and sampling by us.

(e) In the case of Isolator Membrane, prior to application of adhesive, please ensure there are no surface defects or transit damage within the Isolator Membrane that may lead to grin through and affect the appearance of the finished floorcovering. Should surface defects or damage be noticeable, or you are in doubt, do not proceed with installation and contact us immediately. Should you proceed with installation of the membrane in this condition,any compensation under a claim under this guarantee to be paid by F. Ball and Co. Ltd. will be limited to the value of the cost of the Isolator Membrane only.

COMPENSATION – Should it be established that the Smoothing Underlayment or Membrane has a manufacturing defect, subject to (e) above, F. Ball and Co. Ltd. will agree to –

(a) Pay all reasonable labour costs incurred for removing the defective Underlayment or Membrane.

(b) Supply free of charge STOPGAP Underlayment for the replacement.

(c) Pay all reasonable labour costs for relaying.

ARBITRATION – Should the contractor not agree with our decision, the dispute may be submitted to an Independent Arbitrator to act as an arbitrator (not as an expert) to be agreed by you and us (or in default of agreement within 14 days of being proposed as then selected by us) whose decision shall be accepted as conclusive and legally binding on all parties. Responsibility for payment of the costs of the parties shall be as determined by the Arbitrator.