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 department is ready to handle complaints and will try to resolve any issues for you.

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 best if you can let us know straight away. Most complaints can be resolved quickly, either by a member of our Trade Support team, or by a tradesperson. We prefer to take the opportunity to resolve an issue quickly 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 through the relevant Trade Support team, you can contact our Customer Care department, either by raising a support case or in writing.

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

You can raise a case by using the “Support” link in any of the emails we’ve sent you relating to that specific job.

Please note; raising a case is the quickest way for our Customer Care department to start dealing with any issues.

What happens after submitting a complaint?

If you complain in person to our tradesperson, we will try to resolve the issue there and then. Similarly, if you complain by raising a case or in writing, we’ll always acknowledge your complaint within 5 business days. We’ll do everything we can to resolve it with 21 business days. If this isn’t possible, we’ll explain why and give you a date that we’ll aim to resolve it by.

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.

10% off our hourly rates when you book online.

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