Customer Complaints

We try to provide a great experience for all our customer. However, we don’t always get things right. If for any reason you’re unhappy with the service we’ve provided please tell us.

We’re always happy to receive feedback and suggestions. On the rare occasion when we’ve provided poor quality service our Customer Care are ready to handle complaints and will try to resolve the issue.

How do we respond to a complaint?

  • We treat any complaint seriously and deal with it properly
  • We’ll always try and resolve a complaint promptly and informally when possible
  • We learn from our mistakes and take action to improve our service levels
  • We ensure that a complaint is treated in complete confidence

What to do if you have a complaint

If you have a complaint to make it’s better if you can let us know straight away. Most complaints can be resolved quickly by a member of staff. We prefer to take the opportunity to do this if it’s possible, rather than drawing the process out unnecessarily.

If it is not possible to raise a complaint straight away, either with the tradesperson who carried out the work, or with our customer service representative, you can contact our Customer Care team directly either by email, phone or in writing.

020 8879 6955

Customer Care Department
E7, Barwell Business Park
Leatherhead Road
London, KT9 2NY

What happens after submitting a complaint?

If you complain in person to our tradesperson or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 5 business days, and we’ll do everything we can to resolve it with 21 business days. If this is not possible, we will explain why and give you a date for when we’ll aim to resolve it.

Our refunds policy

If following our review of your complaint it is deemed that a refund is due the agreed amount will be refunded using the original method of payment within 14 business days.

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