How we handle complaints and feedback
When something about our electrical work in your home is not right, we want to hear about it. A socket that still feels loose, a light circuit that trips, a panel label that does not match reality — tell us, and we will look into it. This page explains exactly what happens after you write to us, step by step, so there are no surprises.
The simplest way to raise a complaint or pass on feedback is the message form on the contact page. Describe what happened, where in the house the issue is, and what you expected instead. You do not need any special wording — a plain description is enough, and we read every message.
Feedback works the same way in both directions. If you want to point out something we did well, or suggest how a visit could run more smoothly, the form carries that too. How we use your details is described in the privacy policy.
The review path, step by step
Every complaint follows the same route. Nothing is filed away unread, and nothing is closed without an answer to you.
Your message arrives through the form and lands with us as a single, complete description of the issue. We read it in full and group it with anything you have written before, so the history of your home's wiring stays in one place.
If anything in your description is unclear — which room, which circuit, what exactly happened — we ask you a short, specific question before moving on. A complaint about a tripping fuse box is handled better when we know whether it trips under load or on its own.
We go back through what was done: the circuits touched, the connections made, the parts used. Where an on-site check is needed, we arrange a visit and examine the installation itself, not just the paperwork around it.
You receive a plain answer: what caused the problem, what we will do about it, and what, if anything, is needed from your side. If the fault was on our side, we say so directly — no vague phrasing, no shifting the matter onto the wiring's age.
Any agreed correction is carried out, and we check with you afterwards that the issue is actually gone. Only then is the complaint closed — and if you are not satisfied with how it was handled, you can say so and we will take another look.
If a complaint concerns the terms of the work rather than the wiring itself, the starting point is the terms page, and such messages are raised through the same form.