Complaints policy

Raise the concern

Contact us using the details in your quotation or our contact form. Mark the message “Complaint” and include your name, property postcode, quotation or job reference if available, a description of the problem, relevant dates and the outcome you are seeking. Only share information necessary to explain the issue. If the concern involves a current safety risk, make that clear and keep people away from the affected area.

Acknowledgement and investigation

We aim to acknowledge a complaint within five working days. We identify a person to handle it and review the accepted scope, correspondence and relevant records. We may ask for further information or arrange a mutually convenient inspection. You can ask for communication in a reasonably accessible format or authorise someone to act for you.

Our response

We aim to provide a substantive response within 20 working days of receiving the information needed to investigate. If the matter needs longer, we explain the reason, what remains to be done and the next update date. Our response explains what we found, whether we uphold the complaint and any proposed remedy or further action. A remedy depends on the facts and your contractual and statutory rights.

If you remain dissatisfied

Reply explaining which points remain unresolved and any information you believe has been missed. We reconsider the matter and explain our final position. Where a consumer dispute cannot be settled directly, we provide information about a suitable certified alternative dispute-resolution provider and whether we are willing or required to use it. We do not claim membership of a trade or dispute scheme that has not been confirmed. You remain free to seek help from consumer advice services or use the courts where appropriate.

Privacy concerns and records

Complaints about personal information can also be raised under our privacy policy, and you may complain to the Information Commissioner’s Office. Complaint records are restricted to people who need them and retained according to the relevant contract, claims or enquiry retention period. We use findings to improve how enquiries and work are handled.

Fair treatment

We handle concerns fairly and do not reduce your legal rights because you complain. We ask everyone involved to communicate respectfully. Threatening or abusive conduct may require proportionate communication arrangements, but it does not remove an otherwise valid complaint. The timescales above are service aims, not barriers to exercising a statutory right.