Complaints procedure

In the first instance if you have an issue with any service we have provided then please contact us. We will always try to resolve any problems between you as the client and ourselves as the contractor, however:-

As we are a NICEIC registered contractor, if there is any problem with any part of the service we offer to you then you can take up the Platinum Promise as outlined below.

NICEIC

Platinum Promise is our commitment to you to make sure that installation work is safe and meets the required regulations. Our Platinum Promise will protect you should installation work undertaken by a NICEIC registered contractor not meet the required building regulations or installation standards. As part of our Platinum Promise we will support you through our resolution process, helping to make sure installation work is right. Platinum Promise can take necessary steps to put work right in the event that a registered installer is no longer able to.

The Platinum Promise can be used if:

The contractor was registered with NICEIC for the type of work undertaken at the time the installation was complete
The work has been fully completed within the last six years.
If your complaint falls outside of the above, we may be able to signpost you to other organisations that may be able to support you. The Platinum Promise is provided through the NICEIC Complaints Process.

In the event that the NICEIC registered installer is no longer able to rectify work that is unsafe or does not meet the required regulations, NICEIC will commission remedial work to make the work compliant using an alternative contractor up to the maximum value of £25,000. This is subject to exclusions which can be seen by clicking here.

– See more HERE

Alternatively, use “Which”

As a Which? Trusted Trader we have a range of support services available to us and our customers.  One of these services is access to an independent Alternative Dispute Resolution (ADR) service, which enables our customers to seek an impartial review of a complaint in the unlikely event that we are unable to resolve it between ourselves.

This is a free service for the customer, offered by Dispute Resolution Ombudsman, an approved government scheme.  Further information about the Ombudsman can be found at  http://www.disputeresolutionombudsman.org/whichtrustedtraders/ or by telephoning them on 0333 241 3209