Contact & Complaints Policy

Last updated: 14 April 2026

We aim to make it easy to get support and to resolve concerns quickly and fairly.

The Quickest Way to Contact Us

  • Business Hours: Monday to Friday, 9am – 5pm

If you are contacting us about an online order, please include your order number. For renovation projects, include your project reference if you have one.

What to Include

To help us deal with your enquiry as quickly as possible, please provide:

  • Your full name

  • Best contact details (email and phone)

  • Order number (for online store enquiries) or project reference (for renovations)

  • A clear description of the issue

  • Photos or videos (where relevant)

  • What outcome are you hoping for (e.g., advice, replacement, refund, repair visit)

Our Response Times

  • We aim to acknowledge messages within 1 to 2 working days.

  • For urgent issues, please state "Urgent" in your message subject and include a brief summary.

Complaints Process (Step-by-Step)

Step 1 – Contact Us

Send your complaint with the information listed above. We may ask for additional details to help us investigate.

Step 2 – Investigation

We will review the information, check any relevant records, and (if needed) arrange a site visit or inspection.

Step 3 – Resolution

Where appropriate, we will propose a resolution. This may include repair work, replacement items, or a refund (depending on the circumstances and your statutory rights).

Step 4 – Escalation

If you are not satisfied with the outcome, please reply and request escalation. We will review the matter again and confirm our final response.

Being Respectful

We treat customers respectfully and ask for the same in return. Abusive or threatening behaviour may limit how we can communicate.

Your Legal Rights

Nothing in this process affects your statutory rights under UK consumer law.

Related Policies

  • Guarantee / Warranty Policy – for our 12-month workmanship guarantee

Note: This page is a general process guide. Specific timelines and remedies may depend on your order, product type, and the circumstances.