Complaints Policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things right as soon as we can, please read our complaints procedure below. We will respond promptly to ensure complete satisfaction.

How to Raise a Complaint

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. Our engineer will show you the work and explain what has been done.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can so that we can investigate and resolve any issues:

• Phone: 0161 879 4949 (ask for Andy)
• Email: office@laceyplumbing.co.uk
• In writing: Unit 9, Bridge Mills, Rochdale Road, Edenfield, BL0 0RE

What Happens Next

Step 1 — We’ll acknowledge your complaint within 24 hours. We will confirm what you have told us and explain the next steps.

Step 2 — We’ll investigate within 3 working days. We will review the job records, speak with the engineer involved, and gather any relevant information.

Step 3 — We’ll aim to resolve your complaint within 7 working days. This may include carrying out remedial work, providing a detailed explanation, or offering an appropriate goodwill gesture. We will contact you by phone wherever possible and follow up in writing.

Step 4 — If you are still not satisfied, your complaint will be escalated to Rebecca Lacey, Managing Director, who will review the matter and make a final decision within 5 working days.

External Dispute Resolution

If, after exhausting our internal complaints procedure, you remain dissatisfied, you may refer your complaint to an external body.

As a TrustMark registered business, our customers have access to the TrustMark Dispute Resolution service. TrustMark is a Government Endorsed Quality scheme, and their dispute resolution service provides an independent and impartial way to resolve complaints where we have been unable to reach an agreement.

You can contact TrustMark at:

• Website: www.trustmark.org.uk
• Phone: 0333 555 1234

You may also contact Citizens Advice on 0808 223 1133 or seek independent legal advice.

Our Guarantee

All work carried out by Lacey Plumbing & Heating is guaranteed for 12 months from the date of completion in respect of faulty workmanship. Manufacturer warranties on products and parts are separate and subject to the manufacturer’s own terms. Full details are set out in our Terms & Conditions.

Our Commitment

We treat every complaint seriously and see it as an opportunity to improve. All complaints are logged, reviewed, and used to drive improvements across our business. We will never penalise or treat a customer differently for raising a concern.