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 d├ęcor, 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. In order to give us all the relevant information we need to review your case, we will ask you to complete our complaints form.

What type of complaints are within our scope?
Most concerns are within our scope to assist with, the criteria below explains the circumstances where we are unable to help:
  1. The work in question should not be older than six years
  2. The work should be finished and be in a position to be certified as complete
  3. The work should not have been altered by other contractors
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.

On occasions, we may need to inspect the work in question with the contractor. Should this be the case we will arrange a convenient time and date with you.

It is unusual, but should the contractor not honour their obligations then we will appoint another at no extra cost to you.

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 an resolution has been advised, you can write to us at our head office address

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