Complaints procedure

Contact us by email or phone. Email is usually best because it gives us a clear written record from the start.

The more of this you can give us, the faster we can look into it:

• your name and the best way to contact you;
• your quotation, agreement or enquiry reference if you have one;
• the property address or site the complaint relates to;
• what happened, including relevant dates and times;
• photographs, where they help show the issue;
• what you would like us to do to put it right.

• We aim to acknowledge your complaint promptly and to confirm who is dealing with it.
• We look into what happened — which may include speaking to the people who attended, reviewing the agreed scope and quotation, and arranging a visit where that helps.
• We aim to give you a substantive written response within 10 working days. This is an aim, not a guarantee: if a complaint is complex or needs a site visit we will tell you why it is taking longer and when to expect our response.
• We will set out what we found, what we will do, and any timescales.

Ask for the matter to be escalated for a senior review. Someone not directly involved in the original response will look at the complaint again and write to you with a final position.

You can also get free, independent advice about your rights — for example from Citizens Advice. We are not currently a member of any alternative dispute resolution or ombudsman scheme, and we will tell you plainly if that ever changes.

Nothing in this procedure affects your statutory rights, including your rights under consumer law if you are a consumer, and you remain free to take independent legal advice or other action.

If your complaint is about how we have handled personal data, our privacy notice explains your rights and your right to complain to the Information Commissioner’s Office.