This page explains how to submit a complaint, our complaint handling timeframes, and where an eligible complaint may be escalated.
We are committed to providing a high standard of service. If you are unhappy with any aspect of our workmanship, service, communication, administration or finance introduction process, we want to hear from you so we can investigate fairly and try to put things right.
You can submit a complaint by post, email or telephone using the contact details below. To help us deal with your complaint quickly, please provide:
We may review quotations, contracts, survey notes, engineer worksheets, photographs, call recordings, emails and finance introduction records where relevant. We may also contact you for more information or arrange an inspection if needed. Our final response will explain our understanding of the complaint, the outcome of the investigation, any action or redress proposed, and any relevant escalation rights.
If your complaint relates to a finance application, finance documentation, or our conduct as a credit broker / introducer, you should still contact us first. If you remain unhappy after our final response, or if 8 weeks have passed and you have not received a final response, you may have the right to refer the matter to the Financial Ombudsman Service, usually within 6 months of our final response letter.
For complaints about workmanship, delays, customer service, damage, product performance or aftercare that do not fall under the Financial Ombudsman framework, we will still investigate fully and aim to resolve them promptly and fairly. Depending on the circumstances, we may offer an explanation, apology, inspection, remedial work, replacement of defective goods where appropriate, reimbursement or partial refund where justified.
We keep records of complaints received, the outcome and any lessons learned so we can improve our service.