Complaints Policy

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

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To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

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Please contact us straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

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Business Complaint Procedure

• If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will endeavour to resolve as quickly as possible.

• On receipt of your complaint we aim to respond within 5 days. Our team will arrange a convenient date to come and view and/or remedy the situation within 28 days.  In the unlikely event that the investigation takes longer, we will send you a progress report with an anticipated date for a final response.

• We aim to investigate all complaints fairly, efficiently and in a reasonable timeframe. All complaints will be handled in a consistent manner.

• We aim to resolve complaints effectively and will ask whether you are satisfied with the resolution and if your complaint was handled fairly and appropriately.

• Complaints can be made verbally (by telephone or in person) and by email or letter.

• Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd 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 02922 670 040