COMPLAINTS PROCEDURE
Damp Proofing Solutions is committed to delivering high‑quality workmanship and excellent customer care. If a customer is dissatisfied, we will work quickly and fairly to resolve the issue.
Making a Complaint
Customers may raise a complaint verbally or in writing. For clarity and to ensure an accurate record, we encourage written complaints, but this is not required.
All complaints or concerns are logged on our internal systems as soon as they are received.
Contact details:
- Phone: 0800 093 9473
- Email: info@dampproofingsolutions.co.uk
- Post: Damp Proofing Solutions, 19a Louise Street, Dudley, DY3 2UA
How We Handle Concerns and Complaints
We will review the issue promptly and, where necessary, carry out an investigation.
Many matters can be resolved informally through discussion or clarification.
If the customer is satisfied with the explanation or outcome, the matter will be closed and no further action is required.
If the customer remains dissatisfied or requests escalation, the matter will be treated as a formal complaint.
Formal Complaints
When a matter becomes a formal complaint, we will:
- Investigate the issue fully
- Keep the customer informed
- Provide a final written response within eight weeks, in line with TrustMark requirements
The final written response will outline our findings and confirm whether any further action is possible.
If You Are Not Satisfied With Our Final Response
If the customer remains unhappy after receiving our final written response, they may refer the matter for independent review.
As a member of the Property Care Association (PCA), customers can use the PCA’s Alternative Dispute Resolution (ADR) service.
More information is available at:
https://www.property-care.org/homeowners/complaints/
Our Responsibilities
- All complaints—verbal or written—are recorded on our internal systems
- We handle complaints promptly and in accordance with TrustMark Framework Operating Requirements
- We are committed to fair resolution and continuous improvement
