If you have a complaint about our work or service, please contact us in the first instance — by phone on 07871 183258 or by email to info@whileyelectrical.co.uk— so we can try to resolve it directly. We aim to respond to your complaint within 5 working days and to resolve it within 28 days.
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
If we are unable to resolve your complaint through our internal procedure, you can escalate the matter to our regular body, NAPIT (National Association of Professional Inspectors and Testers). NAPIT acts as an impartial third party to assess work quality and ensure compliance with building regulations and technical standards. You can access the NAPIT Complaints Procedure directly on their website or call them at 0345 543 0330.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.