Complaints

If your complaint is about us

That means the website, the enquiry process, how your data was handled, or the fact that nobody got in touch after you sent an enquiry.

Email complaints@shropshirepanelquotes.co.uk with your reference if you have one. We will acknowledge it within one working day and give you a substantive response within ten working days. If it will take longer, we will say so and explain why.

Complaints about how we have used your personal information can also go to privacy@shropshirepanelquotes.co.uk, and you have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint.

If your complaint is about a contractor

Here is the honest position, stated up front rather than buried.

What you should do

1. Raise it with the contractor in writing first. Set out what is wrong, what you want done, and by when. Keep a copy. Most disputes end here.
2. Give them a fair chance to put it right. Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill, and where it is not, you are generally entitled to have it repeated or to a price reduction.
3. If they hold a trade scheme membership, that scheme may have a dispute process. Check what they told you when you appointed them.
4. Citizens Advice consumer helpline on 0808 223 1133 can advise on your rights and refer matters to Trading Standards.
5. If you paid by card or finance, speak to your provider. Section 75 and chargeback can apply depending on how you paid.

What we will do

Tell us anyway, even though we cannot resolve it for you. Specifically we will:

• Record the complaint against that contractor
• Ask them for their account of it
• Stop sending them enquiries while we look into it, where the complaint is serious
• Remove them from the list permanently where there is a pattern, or a single serious matter
• Tell you what we did

That is the extent of it, and it is worth being clear that it helps the next person more than it helps you. But it is the only mechanism that keeps a list like this worth anything, and a contractor being quietly dropped is a real consequence.

If nobody contacted you at all

This one we take seriously as our failure, not theirs. Reply to your confirmation email or write to complaints@shropshirepanelquotes.co.uk with your reference. We will find out what happened to the enquiry and tell you honestly, and we will either match it again or tell you plainly that we cannot cover it.

Safety concerns

If a fitter has done something you believe is genuinely unsafe — electrical work carried out by someone unqualified to do it, a television or heavy unit fixed only into the panelling rather than back to structure, panelling installed around a heat source without the required clearances, or work on a listed building without consent — tell us immediately and we will suspend them from the list while it is looked into. Depending on what has happened, your local authority building control team, the Health and Safety Executive or a competent-person scheme may also need to know.

What we cannot do

• Compel a contractor to return to a job
• Order or fund a refund
• Arbitrate a dispute about price or scope
• Give you legal advice
• Act as your representative against a contractor

We would rather say this plainly now than let you spend three weeks expecting something we were never able to deliver.