Complaints Procedure

The experience our specialists and users receive is extremely important to us and all specialists agree to adhere to our code of conduct.

However, if, for any reason there is dissatisfaction with any element of the service please be away of the following information:


  • Any elements of the experience which cause dissatisfaction should be reported using the contact page

  • Please make sure to include information such as the date of the query and the specific details regarding that query.

  • Plumber at Hand encourage and recommend you to make all reasonable efforts to discuss your issues directly with the company concerned to see if a mutual resolution can be made.

  • Whilst Plumber at Hand will undertake a level of investigation, our aim is to remain impartial throughout, supporting where we can both parties to a reasonable resolution.

  • Plumber at Hand will contact the company to discuss your concerns as this encourages a resolution. If you do not wish for Plumber at Hand to contact the company we may be able to investigate the complaint but cannot publish your comments. Your complaint will be kept on record which will allow us to build up a picture of how the company conducts their business.

  • Plumber at Hand can only assist you with complaints about Plumber at Hand members (this includes any complaints up to a year prior to the company becoming a member).

  • The complaint must be within a 24 month period from the day the work was completed, or outside of this date range we can only review complaints if the guarantee or warranty is in place.

  • If necessary, Plumber at Hand may ask for evidence of work carried out. In the absence of evidence we will be unable to publish the complaint.

  • Plumber at Hand will not publish anonymous comments or those from third parties.

  • If a satisfactory resolution is obtained, you are welcomed to decide whether you wish to continue with your original comments, to withdraw them or to submit new feedback.

  • We aim to respond to all Complaints within 24 hours.

  • We aim to publish all complaints within 1 week.

  • All feedback is published in order of date received.

  • Any published complaints will not show the customers details, for example name and address.

  • Plumber at Hand reserves the right to edit comments for length, spelling or clarity. We will not publish names or abusive language.

  • In any event, please do still notify us of your experience. Your comments are important and will be recorded internally. This will help us build up a picture of this company and the way in which they conduct their business.