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

To ensure the business can put things right for you, 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 to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to
us. If writing, get proof of posting.

Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation
within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the
business complaints procedure, it may be necessary to use another complaint service. Where
the business cannot resolve the complaint to your satisfaction and/or agree to the final
resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you
can then escalate your complaint.

The business has 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. You will need to contact Which? Trusted Traders on 02922 670
040 who can explain if you are eligible to use their Alternative Dispute Resolution.