Complaints Resolution Process
To start the complaints resolution process, there are 3 steps:
Step 1 - Talk to the Contractor
You should talk to the contractor in the first instance about your concerns to give them a chance to put right any problems or complete work that is unfinished.
All contractors have a complaints procedure that should be easy to follow; you should put your issues in writing to them as this is their chance to resolve your complaint at the earliest opportunity.
We always encourage the consumer and contractor to resolve disputes between themselves, working together to achieve a positive outcome.
Where there has been accidental damage to your property or décor, then you should make a claim through your own household insurance.
Step 2 – Talk to us
If you are unable to resolve your complaint with the contractor, contact us. Please have to hand as much relevant information as possible.
Our primary concern is ensuring the work carried out meets the required standards. We cannot resolve financial matters or intervene on contractual issues.
Our complaints resolution process is an alternative to litigation. If you have taken legal action we will not be able to assist.
Step 3 – Our resolution process
Once we have determined that your complaint is within our scope we will contact the contractor on your behalf.
You must be willing to allow the contractor the opportunity to rectify the work on your installation, as outlined in the Consumer Act 2015
We will work with you and the contractor to resolve your complaint as quickly as possible. Depending on the nature and size of the installation, this may take some time.
If you are unsatisfied with our handling of the complaint once a resolution has been advised, you can write to us at our head office address
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