COMPLAINTS PROCEDURE

Complaints Procedure (TrustMark-Compliant) 2026
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 system 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.
Acknowledgement: We will acknowledge all complaints within 5 working days.
Investigation update: We aim to provide an initial update within 10 working days of receiving the complaint. If further time is required due to the nature of the issue, we will keep the customer informed.

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.

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 throughout
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 seek independent advice.

The PCA can offer technical guidance to both parties where the matter relates to technical issues and where no legal proceedings have begun.

Customers may contact the PCA membership department for further information:

https://www.property-care.org/homeowners/complaints/

For non-technical disputes, if we are unable to resolve your complaint through our internal procedure, you may escalate the matter to Which? Trusted Traders for independent review. You can email them at: trustedtraders@which.co.uk