We always endeavour to provide the best service. However, on rare occasions, there may be times when a customer is not completely satisfied.
To help us put things right as quickly as possible, once the work has been completed, please inspect it and make sure everything has been carried out in line with the contract terms and the high standards we aim to achieve.
Please contact us straight away if you have any concerns, either by phone, email, or in writing. If writing, please obtain proof of posting.
Once we receive your complaint, we aim to respond within 5 days.
We will arrange a convenient date to inspect and/or remedy the issue within 28 days.
In the unlikely event that we are unable to resolve your complaint after exhausting our complaints procedure, it may be necessary to use another complaint service. Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requested by you, and both parties agree that a deadlock has been reached, you may then escalate your complaint.
We have access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair, and maintenance contracts as part of the Which? Trusted Traders endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution service.
To check whether you are eligible to use this service, please contact Which? Trusted Traders on 02922 670 040.
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