Complaints procedure

We would much rather hear about a problem than have you tell someone else about it. Most issues are sorted out with a phone call, and we treat every complaint as a chance to put something right.

How to complain

Contact us in whichever way suits you:

• Phone: the number at the top of this page, and ask to speak to the director
• Email: the address at the top of this page, with “Complaint” in the subject line
• Post: our registered office address, shown at the bottom of this page

Please include your name, the address the work was carried out at, the date of the work, your invoice or quotation number if you have it, what has gone wrong, and what you would like us to do about it. Photographs help.

What happens next

• Within [5] working days we will acknowledge your complaint and tell you who is dealing with it.
• Within [14] working days we will investigate and give you a written response. That may include an offer to return and inspect, to carry out remedial work, or an explanation of why we don't accept the complaint.
• Within [28] days we aim to have resolved the matter. If the work is complex or we are waiting on a manufacturer or supplier, we will tell you why and keep you updated at least every 14 days.

If you are not satisfied with the response, write to us and ask for it to be reviewed by the director, who will look at the matter afresh and reply in writing within [14] working days. That is our final response.

If you are still not satisfied

You can take the matter further, free of charge, through the relevant registration body:

• Gas work: the Gas Safe Register investigates complaints about the safety and standard of gas work. Their complaints process is on gassaferegister.co.uk.
• Electrical work: as an NICEIC Approved Contractor, our domestic and commercial electrical work falls under the NICEIC complaints process. Details are on niceic.com.
• Air conditioning: complaints about refrigerant handling can be raised with our F-Gas certification body.

If there is an immediate danger from a gas appliance, call the National Gas Emergency Service on 0800 111 999 straight away, and do not wait for us.

Alternative dispute resolution

If we cannot resolve a complaint between us, you may be able to use an alternative dispute resolution (ADR) scheme, which is an independent service that helps settle disputes without going to court. Where we are unable to resolve a complaint through our own procedure, we will tell you in our final response whether we are willing to use an ADR provider, and give you their details.

You also have the right to take the matter to court. Nothing in this procedure affects your legal rights.

Our record

We keep a record of every complaint, what caused it and how it was resolved, and we review them so the same thing doesn't happen twice.