Last Updated: 12/03/2026

Plumb Suite Ltd (“we”, “our”, or “us”) is committed to providing high-quality plumbing services and ensuring customer satisfaction. If you have a complaint regarding our products, services, or website, this policy explains how to raise it and how we handle complaints.

Purpose

This policy aims to:

  • Provide a clear process for submitting complaints
  • Ensure fair and timely resolution of issues
  • Comply with UK legislation, including the Consumer Rights Act 2015 and Distance Selling Regulations

Who Can Complain

This policy applies to:

  • Customers who have purchased plumbing products or services from us
  • Individuals using our installation, maintenance, or repair services
  • Website users who experience issues accessing services or information

How to Submit a Complaint

To make a complaint, please provide:

  • Your name, contact details, and order/service reference (if applicable)
  • A clear description of the issue
  • Any supporting evidence (photos, receipts, emails, etc.)

You can submit complaints via:

  • Email: [Insert Email Address]
  • Phone: [Insert Phone Number]
  • Website Contact Form: [Insert URL]

Acknowledgment of Complaints

  • We aim to acknowledge all complaints within [Insert timeframe, e.g., 2 business days].
  • A member of our team will be assigned to your complaint and provide contact details for follow-up.

Investigation and Resolution

  • Complaints will be investigated promptly and fairly.
  • Additional information may be requested to fully resolve the issue.
  • We aim to resolve complaints within [Insert timeframe, e.g., 14 days] depending on the complexity.

Resolutions may include:

  • Repair or replacement of products
  • Corrective service or re-performance of services
  • Refunds or partial refunds
  • Other reasonable solutions agreed with the customer

Escalation

If you are not satisfied with the initial resolution:

  • You can request escalation to senior management.
  • We may provide information on alternative dispute resolution (ADR) schemes where appropriate.
  • Customers retain the right to pursue legal action if required.

Record Keeping

All complaints and outcomes will be documented internally for quality assurance and compliance purposes.

Continuous Improvement

We use complaints as feedback to improve our services and prevent similar issues from recurring. This may include:

  • Staff training
  • Updated service procedures
  • Website improvements or product updates

Contact Information

For complaints or further information, please contact:

Plumb Suite Ltd
Email: info@plumbsuite.co.uk
Phone: 07777791542
Website: www.plumbsuite.co.uk