If something went wrong with this website, a call to its phone line or a message you sent, we want to know. This page explains how to raise it and what happens next.
How do you raise a complaint?
Send it in writing through the contact page or by phone, and include 4 things: what happened, when it happened, who you spoke with and what outcome you are asking for. If the concern is about work in your home, include the date, what happened and any photos or documents that support it. Keep the message factual and specific. A clear complaint can be answered in one reply. A vague one takes several, which wastes your time and ours. Keep the timeline in order and keep the tone factual, because that is what makes a review possible. If the complaint involves a safety issue, say so in the first sentence. Send it the same week if you can, while the details are still fresh.
What happens after you send it?
Your complaint is written down and reviewed against the site content, the call record and any messages. If you leave a phone number, you get a call back about it. You can ask for an update at any point in the review.
What if you are not satisfied with the response?
Ask for a second review and explain what is still unresolved. If the issue is about this site's content, tell us which page and which statement, and we will correct what is wrong and note the date of the correction. We keep a record of complaints and responses so a problem can be traced. A written record protects both sides and keeps the facts from drifting. Ask for the second review in writing so the trail is complete.
Related
- Contact is where to send a complaint or ask for an update.
- Disclaimer explains what the information on this site is and is not.
- Privacy policy explains how your information is stored.
- Accessibility statement is the route for a barrier on this site.
