The business always endeavours to provide the best service for every customer. 

However, on rare occasions, there may be times where a customer may not be completely satisfied.

To ensure the business is able to put things right as soon as possible, please read our complaints 

procedure below.  The business will then be able to respond promptly to ensure complete satisfaction.

Complaints Procedure:

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation

within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business 

complaints procedure, it may be necessary to use another complaint service.  Where the business 

cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests 

confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your 

complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic 

installation, service, repair and maintenance contracts as part of the Which? Trusted Traders 

Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative 

Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922670040 who can 

explain if you are eligible to use their Alternative Dispute Resolution.