Good to know
Complaints Procedure
If your experience with a void filling booking has not gone as expected, this page sets out how to bring that to our attention, what happens once we receive your complaint, and the options available to you if you remain dissatisfied.
How to Submit a Complaint
All complaints should be directed to us via the enquiry form. This keeps your message in a place we can track and ensures it reaches the right person without delay. You do not need to use any particular format or legal language. A straightforward account written in your own words is perfectly adequate. It helps us to look into the matter thoroughly if you can provide the address of the property involved, the name under which your booking was made, a clear account of events in the order they occurred, and an indication of the outcome you are hoping for. Please also let us know whether your concern relates to the booking process, to correspondence through this website, or to the void filling work itself.
Our Response
Once your complaint is received, we will review the details and provide a reply in writing. That written response will set out our understanding of the issue, the steps taken to investigate it, and our position on the matter. We aim to be clear and straightforward in everything we say. If we require any further information from you in order to complete our review, we will get in touch before finalising our response.
Concerns About the Void Filling Work Itself
Where your complaint relates specifically to the standard or outcome of void filling work carried out at your property, that concern falls under the responsibility of the specialist firm that performed the work. Your enquiry details are shared with that specialist so they can carry out the job, and any technical or workmanship issues should be raised directly with them. We will assist where we can by passing on your concern, but the specialist firm is the appropriate party to address questions about how the work was done.
If Your Complaint Remains Unresolved
If our written response does not resolve matters to your satisfaction, you are not without options. You may seek advice from Citizens Advice or approach a relevant alternative dispute resolution body. If the complaint concerns the void filling work, the specialist firm may have its own escalation process. We cannot promise that every outcome will meet your expectations, but we are committed to handling every complaint fairly and with care.