Customer Complaints Procedure

Last updated October 17, 2026

CONTACT DETAILS

Business name: A.N. Electrical & Home Improvement

Business owner: John "Andrew" Naisbitt

Mobile Telephone: 07460 173583

​Email: Andrew@A-N-Electrical.co.uk

1. OUR COMMITMENT TO CUSTOMERS

A.N. Electrical & Home Improvement aims to deliver a professional, reliable and high-quality service to every customer.

If a customer is dissatisfied with our workmanship, materials, service, conduct, timescales or charges, we will take the complaint seriously and make reasonable efforts to resolve it fairly and promptly.

This procedure applies to all services provided by the business, including electrical work, repairs, maintenance, decorating, carpentry and other property-related work undertaken.

2. HOW TO MAKE A COMPLAINT

Customers should raise their concerns as soon as reasonably possible so that the matter can be investigated.

Complaints can be made by telephone, email or in writing using the contact details provided above.

Please provide the following information where possible:

• Your name and contact details.

• The property address where the work was undertaken.

• Details of the work carried out and the date of completion.

• A description of the problem or reason for the complaint.

• Any relevant photographs, invoices, quotations or other supporting information.

3. ACKNOWLEDGEMENT OF COMPLAINTS

We aim to acknowledge all complaints within five working days of receipt.

Where additional information is required, we will explain what is needed to help investigate the complaint.

4. INVESTIGATION AND RESPONSE

• We will investigate the complaint fairly and objectively. This may include reviewing the agreed scope of work, quotations, invoices, correspondence, photographs, certificates and other relevant records.

• Where necessary and reasonably practicable, we may arrange to inspect the work or property concerned.

• We aim to provide a written response within ten working days of receiving the complaint. If further investigation is needed, we will inform the customer of the reason for the delay and provide an estimated timescale for a response.

5. RESOLVING COMPLAINTS

Where a complaint is justified, we will consider an appropriate and reasonable solution, taking into account the circumstances and any applicable legal obligations.

Depending on the nature of the complaint, a resolution may include:

• Correcting defective or incomplete workmanship.

• Arranging remedial work within a reasonable period.

• Replacing defective materials where appropriate.

• Explaining the work undertaken or clarifying an invoice.

• Agreeing another reasonable solution where appropriate.

Any proposed remedy will be discussed with the customer and handled in accordance with applicable consumer rights and contractual obligations.

6. ELECTRICAL SAFETY COMPLAINTS

Complaints involving electrical safety will be treated as a priority.

Where an installation or item of equipment may present a safety risk, appropriate steps will be taken to assess the situation and address the risk as soon as reasonably practicable.

Customers should stop using affected equipment or installations if it is safe to do so and seek urgent assistance where necessary. In an emergency involving immediate danger to life, customers should call 999.

Any remedial electrical work will be undertaken subject to the applicable legal and safety requirements.

7. UNRESOLVED COMPLAINTS

If a customer remains dissatisfied following our response, they may contact us in writing explaining which aspects of the complaint remain unresolved.

We will review the outstanding concerns and consider whether a further investigation or reasonable resolution is appropriate.

If the matter remains unresolved, customers may seek independent advice from Citizens Advice or explore any applicable independent dispute-resolution or redress arrangements.

Where we are required to participate in an applicable ADR or other redress arrangement, we will provide the relevant details in accordance with the applicable requirements.

Customers retain any legal rights available to them, including the right to pursue a claim through the appropriate legal process.

8. RECORDS AND CONFIDENTIALITY

We will maintain appropriate records of complaints, investigations, correspondence and outcomes.

Personal information will be handled confidentially and in accordance with applicable data protection requirements. Please refer to our Privacy Policy.

9. REVIEW OF PROCEDURE

This procedure will be reviewed periodically to ensure it remains appropriate for our electrical and property maintenance services and reflects applicable legal requirements.

Date of last review: Please see top of page.

Signed: John "Andrew" Naisbitt, Sole Trader