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Complaints policy.

How to raise a concern about our work, what happens next, and how to escalate it if we cannot put things right.

Complaints policy

The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business complaint 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.

Alternative Dispute Resolution

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 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

RPSA surveys — The Property Ombudsman

For complaints relating to RPSA surveys, the business is a member of The Property Ombudsman for RPSA surveys only. If your complaint concerns an RPSA survey and we have been unable to resolve it through the business complaints procedure, you can also refer it to The Property Ombudsman at www.tpos.co.uk.

EPCs and retrofit assessments

For Energy Performance Certificates (EPCs) and retrofit assessments, the business is a member of the Elmhurst Energy, ECMK and Quidos accreditation schemes. Should you be unable to resolve your complaint directly with us, you can contact the scheme detailed on your certificate for further support.

Last updated: 19 July 2026