Complaints Procedure

Last updated 9 September 2026

We want every customer to be happy with our work. If you are not, please tell us. We treat complaints seriously and use them to improve.

Step 1: Tell us

Contact us within a reasonable time of noticing the problem, ideally in writing so we both have a record: email hello@example.com, call 0113 000 0000, or write to 12 Example Street, Leeds, LS1 1AA. Please include your name, address, the date of the work, what went wrong and what you would like us to do. Photos help.

Step 2: Our response

• We acknowledge your complaint within 2 working days.
• Where we need to inspect the work, we arrange a visit within 5 working days (sooner for anything urgent or unsafe).
• We give you a full written response within 10 working days of receiving your complaint, or explain why we need longer and when you will hear from us.

Step 3: Putting it right

Under the Consumer Rights Act 2015 you are entitled to have faulty work repeated or remedied at no cost within a reasonable time, and to a price reduction if that is not possible. Our guarantee covers workmanship for 12 months.

Step 4: If you are still unhappy

If we cannot agree a resolution within 8 weeks, we will tell you in writing and give you details of a certified alternative dispute resolution (ADR) provider. We are not obliged to use ADR but will consider it in good faith. You can also contact Citizens Advice Consumer Service on 0808 223 1133 or, for gas safety concerns, the Gas Safe Register on 0800 408 5500.

Nothing in this procedure affects your legal rights or your ability to take a claim to court.