We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about this so that we can investigate to ensure our high standards are achieved and maintained. 

 

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below. 

Your complaint should be sent to: 
 

Name: Roy Fisher 

Position: Managing Director 

Postal Address: 2 Esher Road, Hersham, Surrey, KT12 4JY

 

What Will Happen Next? 

 

We will send you a letter acknowledging receipt of your complaint within three working days of receiving this acknowledgement & we will advise who will be investigating and responding to your complaint. 

 

We will then investigate your complaint and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. 

Alternative dispute resolution 

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Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. 

 

If you are not happy with how we have handled any complaint and your complaint falls outside your Home warranty Body’s own dispute resolution scheme for defects or damage, you may want to contact the Independent Dispute Resolution Scheme.  You can submit a complaint to the Independent Dispute Resolution Scheme via their website at www.cedr.com.  The Independent Dispute Resolution Scheme will not charge you for making a complaint and if you are not satisfied with the outcome, you can still bring legal proceedings.