Complaints Policy

If you have a complaint for whatever reason, about our work or our staff, we are here on hand at the office to listen to you and do our best to rectify any such issue.

We promise to handle your complaint with the respect and attention you deserve, and will aim to resolve any issue with you directly.

Should you have a problem which you feel needs someone to come out and inspect, the first and fastest way for us to help you is if you can send us some photographs and describe in writing what has transpired. We can usually have these looked over and come back to you within 24 hours with a solution or suggestion.

If your complaint involves damp and you already have a 30 year insurance backed guarantee, re-treatment will be covered in the unlikely event of a failure of the chemicals, or a failure on our part.

There may be a call out charge of £75+VAT for inspection if one cannot prove that the problem has reoccurred in an area that we have previously treated.

On inspection, if the problem is found to be a fault on our part or a chemical failure, you will of course be refunded this call out fee. However if the fault lies not with us or the chemicals used, or that it is found that you have breached the damp course or the tanking by physical tampering on your part, this call out fee will be retained and a break down of costs to remedy the problem will be issued instead.

We are here to help and support you in the unlikely event that something goes wrong, so please contact us and we will do our utmost to ensure your satisfaction.