Make a complaint

Send a complaint

If something we did was wrong, tell us here. This is the official complaints process — not the contact form for a quote or a booking.

What happens

  1. You send the complaint. You get a reference number — keep it.
  2. We acknowledge it within 30 days.
  3. We look into what happened, including the job pack if there is one.
  4. We tell you the outcome — upheld, partly upheld, or not upheld — within 8 weeks of receiving it.
  5. If it was our fault we raise a non-conformance and fix the cause, not only this job.

What to include

Your name, full address, how you want us to contact you, what went wrong, and how it could be put right. If we should know about extra support at the address, tick those boxes. Photos can wait — we will ask if we need them.

A serious concern about safety, the law, money or how people are treated is Speak up, not this form.

Send a complaint

Address this is about
Anything we should know so we can contact you or visit safely?

Optional. Tick anything that applies. We only use this to handle this complaint and visit safely.