Complaints Policy

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

To ensure the business is able to put things right as soon as possible, please read our complaints procedure below. The business will then be able to respond promptly to ensure complete satisfaction.

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 the high standards the business aims to achieve.

In the unlikely event there is anything you are not completely satisfied with, please contact the business to allow us to rectify the situation.

Our Procedure

Either call, email or write* to us. The business aims to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

  *please request proof of receipt if posting  

Where the business is unable to resolve your complaint having exhausted our business complaints procedures, it may be necessary to use another complaint service. In the rare instances we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests you have made, and both parties agree we are at ‘deadlock’, then you can take your complaint to an independent complaint service.

The business is NICEIC registered. NICEIC offers a Complaint Service for registered members and also a Platinum Promise. Details of both and what complaints NICEIC can deal with are available online at http://www.niceic.com/find-a-contractor.  

Also as a Which? Trusted Trader our customers have access to a Dispute Resolution Ombudsman for dispute resolution.  To access this service you will need to contact Which? Trusted traders in the first instance on 0117 456 6031.