If we have got something wrong, we want to hear it directly rather than read it in a review. This page tells you exactly how to raise a complaint and what we will do about it.
Last updated: 19 August 2026
Contact us however suits you:
It helps if you can tell us the property address, the date of the visit, the invoice or quote number if you have one, what happened, and what outcome you are looking for. You do not need to have all of that to complain.
| Stage | What we do | Timeframe |
|---|---|---|
| Acknowledge | We confirm we have your complaint and give you a named contact. | Within 2 working days |
| Investigate | We review the job notes, any CCTV footage, the invoice, and talk to the people who attended. We may ask to re-inspect the drain. | Within 10 working days |
| Respond | We give you a written answer explaining what we found, whether we accept the complaint, and what we propose to do. | Within 15 working days of acknowledging |
| Put it right | Where we agree something went wrong, we agree a remedy and a date with you. | Agreed case by case |
If a complaint is complex — for example it needs an excavation to verify — we will tell you before the 15 working days is up, explain why, and give you a revised date. We will not simply let it run.
If work we have done has caused an active problem — wastewater escaping, a flooded area, an unsafe excavation or an uncovered drain — do not use this process. Call 09 555 6666 straight away and say it is urgent. We will get someone back out.
Depending on what we find, a remedy may be redoing the work at no charge, correcting or cancelling an invoice, refunding what you paid, arranging a different contractor, or covering the cost of putting damage right. We will explain how we reached the decision either way, including when we do not uphold a complaint.
If your job was carried out by an independent contractor from our network (see our Referral Marketing Disclosure), you can complain to us as well as to them. We will pass the complaint on, follow it up, and stay involved until it is resolved. Contractors who do not resolve legitimate complaints are removed from the network.
You are not stuck with our answer. Depending on the issue, you can go to:
We record every complaint and review them regularly to find patterns. Complaints are the cheapest quality data a service business gets, and we would rather act on them than defend against them.
Call us and describe what the drain is doing. If it is not something we can help with, we will tell you who can.