Complaints Procedure

1. Our Commitment

We are committed to handling all complaints fairly, consistently, and promptly. Every complaint is taken seriously and treated as an opportunity to improve our service. You will always be treated with courtesy and respect throughout the process.

2. How to Raise a Complaint

If you are unhappy with any aspect of our service — whether that is the quality of work carried out, our communication, or any other matter — please contact us as soon as possible using any of the following methods:

• Email: [email protected]
• Phone: 07423 335962

When raising a complaint, please include as much detail as possible — your name, the date of the service, the nature of the issue, and any supporting information such as photographs. This helps us investigate and respond as quickly as possible.

3. What Happens Next

Once we receive your complaint, here is what you can expect:

• Acknowledgement — We will acknowledge your complaint within 2 working days of receiving it.
• Investigation — We will review the details of your complaint thoroughly and, where necessary, revisit the work carried out.
• Response — We aim to provide a full written response within 7 working days. If the matter is more complex and requires additional time, we will keep you informed of progress.
• Resolution — Where a complaint is upheld, we will agree an appropriate remedy with you, which may include remedial work, a partial refund, or another suitable resolution.

4. If You Are Not Satisfied

If you are not satisfied with our response, please let us know and we will review the matter again. We are committed to reaching a fair outcome and will always try to resolve things directly with you in the first instance.

5. Keeping Records

We keep a record of all complaints received and the actions taken in response. This helps us identify any patterns and continuously improve the quality of our service. All complaint records are handled in accordance with our Privacy Policy.