If something has gone wrong, we want to know. Most issues are resolved with a phone call or a return visit. Here's the formal process if you need it.
Within 14 days of work completion is ideal, but we'll always listen regardless.
We'll acknowledge your complaint within 2 working days. Most responses are "we'll come back round on an agreed date and put it right". If you're not happy with how we respond, ask to escalate to the business owner.
Most complaints resolved within 14 days. Resolution might mean a return visit at no charge, a partial or full refund, or a written explanation and apology where we got something wrong.
If we can't resolve it together: Kent Trading Standards (0808 223 1133), Civil Mediation Council (civilmediation.org), or the Small Claims Court for disputes under £10,000.
Effective date: 1 January 2026.
