Complaints Procedure
Subsidence Repairs London takes every concern seriously. If your experience has fallen short in any way, the steps below explain how to tell us, what to expect in return, and where to turn if you need to take things further.
How to Raise a Complaint
The right way to reach us with a complaint is by submitting the enquiry form. This channel is actively monitored for exactly this purpose, so please use it rather than any other route. You do not need to write in a particular style or use formal language. A clear, straightforward account of what has gone wrong is all that is required. It helps us to look into things thoroughly if you can include the postcode and address of the property, the name under which your enquiry was originally placed, a description of what occurred and in what order, and an indication of whether the issue relates to the booking process, to correspondence through the website, or to the subsidence repair work carried out. Letting us know what outcome you are hoping for also helps us respond in the most useful way.
What Happens After You Contact Us
Once your complaint reaches us, we will review the details and provide a reply in writing. That written response will set out our understanding of the issue, the steps we have taken to look into it, and our position on the matter. We aim to be straightforward and clear so that you know exactly where things stand. If we need any further information from you before we can give a full response, we will say so promptly.
Concerns About the Repair Work Itself
Where a complaint relates specifically to the quality or conduct of subsidence repair work carried out at your property, that concern will be directed to the specialist firm responsible for completing the work. Your enquiry details are shared with that firm so that they can carry out the work and, where necessary, address concerns about it directly. They are best placed to investigate matters relating to what was done on site and to respond accordingly.
If the Matter Remains Unresolved
If our written response or the response from the specialist firm does not resolve your complaint to your satisfaction, you are not without options. You may wish to seek advice from Citizens Advice, which can point you towards appropriate routes depending on the nature of your concern. For disputes relating to the work itself, you may also consider contacting a relevant trade body or, where appropriate, pursuing the matter through the courts. We would always encourage you to contact us first through the enquiry form so that we have a fair opportunity to put things right before any further steps are taken.