Our Complaints Procedure


We will endeavour to make sure your project remains our top priority, and that it runs smoothly, without any hiccups.

As a family run business, we pride ourselves on offering a personal service, so we’ll keep in touch before, during and after your installation has been completed.

We’re a friendly bunch, and we’ll always be open and honest so, if you have any worries, no matter how big or small, please tell us right away so we can address them at the right time, as quickly possible, without the need to go down the formal complaint route.

In in the unlikely event that you wish to make a formal complaint please follow this procedure:

Formal complaint procedure

Step 1: You raise a formal complaint to us*

This must be in writing and should be sent to us either:

It is recommended you keep a copy of your complaint for your own records.


Your written complaint should include:


Step 2: We acknowledge your written complaint within five working days from receipt.


Step 3: We carry out a full investigation and report back to you with our findings (including any next steps) within 15 working days from receipt of your initial complaint.


Step 4: If you are dissatisfied with the outcome of our investigation, the matter will be escalated to a member of our senior leadership team (SLT) for their review and ultimate decision (they will not have been involved with the matter previously).


Step 5: We write to you with the outcome of the SLT review which forms our full and final decision