Complaints Policy

We want every customer to be happy with the work we do. If something's gone wrong (with our work, our service, or the way you've been treated by a member of our team), we want to know about it, so we can put it right and learn from it.

This policy covers complaints about our services, our work, or our staff. It doesn't cover legal disputes or requests to see your personal data; for the latter, see our Privacy Policy.

1. How to Make a Complaint

Email us at info@aquafixx.co.uk or call 01634 912503.

Please include: your name, address, phone number, and email address; the address of the property or job the complaint relates to; what happened, including relevant dates and who was involved; the name of any staff member involved, if known; any photos, documents, or invoices that support your complaint; and what you'd like us to do to put things right. If you're complaining on behalf of someone else, please also include their name and contact details.

2. What Happens Next

Stage One:

We'll acknowledge your complaint within 3 working days and give you a reference number. If your complaint is about a specific staff member, we'll let them know and give them a chance to respond; please don't contact them directly about it while we're looking into things. We aim to resolve most complaints within 15 working days; if we need longer, we'll tell you why. Once we've finished, we'll explain what we found and what we're doing about it.

Stage Two:

If you're not happy with our response at Stage One, let us know within 7 days and a director will review it personally. We'll acknowledge your appeal within 3 working days and aim to respond within 15 working days. This is our final decision on the matter.

3. If You're Still Not Happy

Aquafixx Plumbing and Heating isn't currently a member of any external complaints or dispute resolution scheme, and we're not obliged to be. If you remain unhappy after Stage Two, you can get free, independent advice from Citizens Advice (0808 223 1133) or your local Trading Standards service, or pursue the matter through the small claims court. If your complaint is about gas safety specifically, you can also contact Gas Safe Register.

4. Confidentiality

We keep complaints confidential and only share details with those who need to know in order to resolve them. We may occasionally ask to use anonymised details of a complaint for training purposes; you can withdraw that permission at any time. Any personal information we hold is handled in line with our Privacy Policy and the UK GDPR / Data Protection Act 2018.5.

Questions about this policy? Email info@aquafixx.co.uk or call 01634 912503.This policy is the responsibility of the directors of Aquafixx Plumbing and Heating. Aquafixx Plumbing and Heating Limited is a company registered in England and Wales, company number 17419999.

This policy was last reviewed on 29 August 2026.