Complaints Procedure

We aim to get every installation right first time. If we fall short, this is exactly what happens next — so you always know where you stand.

1. How to complain

Email us or call — tell us your name, the installation address, and what has gone wrong. Photos help us act faster.

2. What we will do, and when

• Within 3 working days: we acknowledge your complaint and tell you who is handling it.
• Within 10 working days: we investigate — including a site visit where the issue is with the installation — and give you our response: what we found, what we will do, and when.
• Where we are responsible, we put it right at no cost to you: repair first, replacement where repair is not possible, and a refund where neither resolves the issue. Guarantee work is scheduled with the same priority as new installations, not behind them.

3. If you are not satisfied

Ask for your complaint to be escalated to a director, who will review it afresh and respond within 10 working days with our final position. If you remain unsatisfied, you may seek advice from Citizens Advice, refer the matter to a certified alternative dispute resolution provider, or bring a claim in court. Nothing in this procedure limits your rights under the Consumer Rights Act 2015.