Complaints Policy

Local Plumbers and Drainage Limited
Effective Date: 21 August 2025

At Local Plumbers and Drainage Limited, we are committed to providing high-quality plumbing and drainage services across Swindon and surrounding SN postcodes. However, we recognise that sometimes things may not go as planned. This Complaints Policy explains how you can raise concerns, how we will handle them, and the steps we will take to resolve issues fairly and promptly.

1. Purpose of This Policy

To ensure all complaints are handled consistently, transparently, and with respect.

To resolve issues quickly and fairly.

To use customer feedback to continually improve our services.

2. What is a Complaint?

A complaint is any expression of dissatisfaction from a customer regarding our services, staff, workmanship, billing, or communication.

3. How to Make a Complaint

You can make a complaint by:

Email: info@localplumbersanddrainage.co.uk

Phone: 07464 288103

Post: Local Plumbers and Drainage Limited, 76 Alumhurst Road, Bournemouth, BH4 8EX, United Kingdom

When submitting a complaint, please include:

Your name, address, and contact details.

The date of the service.

A description of the issue.

Any supporting evidence (photos, receipts, or reference numbers).

4. Our Complaints Procedure

Step 1 – Acknowledgement

We will acknowledge your complaint within 2 working days of receiving it.

Step 2 – Investigation

A member of our management team will investigate the matter thoroughly.

This may involve reviewing job records, speaking with staff, and visiting your property (if needed).

Step 3 – Response

We will provide a full written response within 10 working days.

If the matter is complex, we will update you on progress and provide a revised timescale.

Step 4 – Resolution

Where appropriate, we may:

Offer an apology.

Rectify the issue at no extra cost.

Provide a partial or full refund (in line with our Refunds & Cancellations Policy).

Take internal action to prevent recurrence.

5. Escalation

If you are not satisfied with our final response, you may request an internal review by a senior manager. If, after this review, you remain unhappy, you can refer your complaint to:

The Consumer Ombudsman (UK) – free, impartial advice and resolution.

Citizens Advice Bureau – guidance on your consumer rights.

6. Monitoring & Review

We record all complaints to monitor performance, identify patterns, and improve services. This policy will be reviewed annually.

7. Contact Us

Local Plumbers and Drainage Limited
76 Alumhurst Road, Bournemouth, BH4 8EX
Email: info@localplumbersanddrainage.co.uk
Telephone: 07464 288103