At Nexus Repair UK Ltd, we are committed to providing high-quality plumbing and drainage services across the UK. However, we recognise that sometimes things can go wrong. This Complaints Policy sets out how you can raise concerns with us and how we will respond to them in a fair, transparent, and timely manner.

1. Our Commitment

We take all complaints seriously and aim to resolve them promptly. Our goals are to:

  • Handle complaints professionally, courteously, and fairly
  • Understand the root cause of the complaint
  • Provide a timely response and, where appropriate, a suitable resolution
  • Use the feedback to improve our services

2. What You Can Complain About

You may submit a complaint regarding any of the following:

  • Service delays or missed appointments
  • Quality of workmanship or repairs
  • Behaviour or conduct of our staff or contractors
  • Incorrect billing or charges
  • Any other dissatisfaction related to our services or communication

3. How to Make a Complaint

You can submit your complaint in any of the following ways:

  • Email: [email protected]
  • Phone: 012345 456 789
  • Post: 88a Arcadian Gardens, London, United Kingdom, N22 5AD

Please include the following information to help us handle your complaint effectively:

  • Your full name and contact details
  • Date and address of the service in question
  • A clear description of the issue
  • Any supporting evidence (photos, invoices, correspondence)

4. What Happens Next

Once we receive your complaint:

  • You will receive an acknowledgment within 2 business days
  • We will investigate the issue thoroughly and fairly
  • A full response and proposed resolution (if applicable) will be provided within 5 to 10 business days

If the issue is complex or requires further investigation, we will keep you informed of progress and provide a new timeline where necessary.

5. If You're Not Satisfied

If you are not satisfied with our response, you may request that the matter be reviewed by a senior member of our team. We will conduct a secondary review and issue a final written response.

6. External Escalation

If you remain dissatisfied after receiving our final response, you may escalate your complaint to a relevant external body such as:

7. Record Keeping

All complaints and related correspondence are logged and stored securely for audit and quality improvement purposes, in accordance with our Privacy Policy.

8. Contact Us

If you have any questions regarding this policy or wish to lodge a complaint, please contact us:

Address: 88a Arcadian Gardens, London, United Kingdom, N22 5AD
Email: [email protected]
Phone: 012345 456 789