1. Contact us
Call 01202 125671 or use the contact form. Start the message with “Complaint” and include your name, property postcode, relevant dates and a short explanation of the issue.
2. Explain the outcome you are seeking
Tell us what you would like put right. Keep copies of the quote, invoice, correspondence and any photographs. We may ask for supporting information through an agreed channel.
3. We review and respond
We acknowledge the concern, review the relevant records and explain the findings and proposed next steps. If an inspection or further information is needed, we discuss that with you. Ask for the response in writing.
If the issue remains unresolved
Reply explaining what remains in dispute and request a further review. You can also seek independent guidance from Citizens Advice about problems with home improvements.
Privacy concerns
Use the same contact route to raise an information-handling concern. You can find details of the regulator’s complaint process at the Information Commissioner’s Office.
This process does not limit your legal rights.