Last updated: May 2026

At Plumb Suite Ltd, we are committed to providing high-quality plumbing services, bathroom installations, products, and customer support.

We value customer feedback and take all complaints seriously. Our aim is to resolve concerns fairly, professionally, and as quickly as possible.

1. Our Commitment

We aim to:

  • Listen carefully to customer concerns
  • Investigate complaints fairly and promptly
  • Keep customers informed throughout the process
  • Provide reasonable solutions where appropriate
  • Improve our services based on feedback

We believe open communication helps us maintain the highest standards of workmanship and customer care.

2. How To Make a Complaint

Customers can submit complaints using the following methods:

Contact Information

Plumb Suite Ltd Contact Page

To help us investigate your complaint efficiently, please include:

  • Full name
  • Contact details
  • Order number or invoice reference
  • Property address (if applicable)
  • Description of the issue
  • Photographs or supporting evidence where relevant

3. Complaint Timeframes

We aim to respond to complaints within the following timescales:

StageTimeframe
Complaint acknowledgementWithin 2 working days
Initial investigationWithin 5 working days
Full response targetWithin 14 working days

Complex cases or supplier-related issues may take longer, but we will keep customers updated throughout the process.

4. Service Complaints

If your complaint relates to plumbing work, installations, or repairs, we may:

  • Arrange an inspection visit
  • Request photographs or additional details
  • Review completed work against agreed quotations or specifications
  • Offer remedial work where appropriate

Customers should report workmanship concerns as soon as possible after the issue becomes apparent.

5. Product Complaints

If a complaint relates to products supplied by Plumb Suite Ltd, we may:

  • Inspect the item
  • Contact the manufacturer or supplier
  • Arrange replacement or exchange
  • Offer repair or refund where appropriate

Faulty goods may be subject to manufacturer assessment before resolution.

Under the Consumer Rights Act 2015, customers are entitled to products that are of satisfactory quality, fit for purpose, and as described. (gov.uk)

6. Resolution Options

Depending on the nature of the complaint, possible outcomes may include:

  • Explanation or clarification
  • Repair or remedial work
  • Product replacement
  • Partial refund
  • Full refund
  • Alternative resolution agreement

All resolutions are assessed individually and fairly.

7. Unreasonable Behaviour

We are committed to treating customers respectfully and ask the same in return.

We reserve the right to limit communication or cease engagement where behaviour becomes:

  • Abusive
  • Threatening
  • Discriminatory
  • Harassing
  • Excessive or unreasonable

This does not affect customers’ legal rights.

8. Escalation Procedure

If you are unhappy with the outcome of your complaint, you may request that the matter be reviewed internally.

We will aim to reassess the complaint fairly and provide a final response.

Customers may also seek independent advice through UK consumer organisations where appropriate. (citizensadvice.org.uk)

9. Record Keeping

We may retain complaint records and correspondence for:

  • Legal compliance
  • Quality assurance
  • Staff training
  • Service improvement

Personal data is handled in accordance with our Privacy Policy and UK GDPR requirements.

10. Policy Updates

We reserve the right to update this Complaints Procedure at any time to reflect operational, legal, or regulatory changes.

Updated versions will be published on this website.