Complaints Procedure

Last updated: 25 August 2026

If something about our work or our service has gone wrong, we would rather hear about it than not. This page sets out how to tell us, and what happens next.

How to raise a complaint

Please contact us in writing where you can, so that there is a clear record of what the problem is:

It helps if you can tell us the property address, the date of the work or the quote reference, what has gone wrong, and what you would like us to do about it. Photographs are useful where the complaint is about the standard of the work.

What happens next

1. We acknowledge it. We will confirm that we have received your complaint within five working days, and tell you who is dealing with it.
2. We look into it. That may involve reviewing the quote and the job records, speaking to the trades who carried out the work, and arranging to inspect the property where the complaint concerns the work itself.
3. We respond in full. We aim to give you a written response within 21 days of acknowledging your complaint, setting out what we found and what we propose to do about it. If the matter is complex and we need longer, we will tell you why and give you a revised date.
4. If you are still unhappy. Write back and tell us why. We will review the matter again and give you a final written response.

If we cannot resolve it between us

If you are a consumer and you remain dissatisfied after our final response, you can get free, impartial advice from Citizens Advice, either through the consumer helpline on 0808 223 1133 or at citizensadvice.org.uk/consumer.

Your legal rights are unaffected by this procedure, and nothing in it prevents you from taking a matter to court.

Complaints about how we handle your data

If your complaint is about how we have used your personal information, please raise it with us in the same way. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy notice has more detail.