Complaints Procedure

First, tell us

Call 07856 321542 or email [email protected] with the job date, the address, and what went wrong. Most problems are fixable quickly, and we'd rather fix than argue.

What happens next

We acknowledge your complaint within 2 working days. The person who runs the business — not a call centre — investigates, speaks to the crew involved, and gives you a substantive reply within 10 working days. If we need longer (for example to obtain a repair estimate), we'll say so and keep you updated rather than going quiet.

If we got it wrong

We'll say so, and put it right: repair, replacement, redoing work, or a fair price adjustment. We would rather lose margin than deserve a bad review.

If you're still unhappy

You can pursue alternative dispute resolution, or the courts. Nothing in this procedure limits your statutory rights, and using it doesn't stop the clock on them.

Last reviewed July 2026. Questions about this policy: [email protected].