Complaints Policy

Raise it directly first

Call (333) 333 333 or use the contact page. Give the site address, the approximate date of the visit, and what is wrong. Photographs of the opening are genuinely useful and usually shorten the process.

Most issues are resolved on that first call, because most are scheduling, communication, or a repair that has not settled the way it should.

What happens next

You get an acknowledgement within two business days. The job record, survey notes, and finding sheet are reviewed, the technician who attended is spoken to, and where necessary a return visit is arranged to inspect the work.

Timescales

• Acknowledgement: within two business days.
• Substantive response: within ten business days.
• Where a return visit or parts are needed: a plan and a date within that same period.

If something is going to take longer, you get told why rather than left waiting.

Work under warranty

Where a complaint concerns work still under our labor warranty, the inspection visit is not chargeable. Where the inspection establishes that the cause is separate — new damage, force, or a different component — that is explained with the evidence before any new charge is discussed.

If you are still not satisfied

Ask for the matter to be escalated to the owner, who will review it personally. Nothing is refused an escalation simply because it has already been answered once.

How complaints get used

Complaints are logged and reviewed for patterns. A repair that fails twice on similar openings is a process problem, not a customer problem, and it gets treated that way.