Complaints Procedure

If you are dissatisfied with any aspect of our service, please contact us within 14 days of the work being completed at info@247rapidresponse.co.uk with a clear description of the issue and any supporting evidence (photographs, dated notes, copies of any prior correspondence). Including the original job reference accelerates the review. You can also call us on 020 8050 5306 or write to us at our registered office.

We will acknowledge your complaint within 3 working days and aim to resolve it within 28 days. If we need more time for a detailed investigation we will let you know in writing with a revised timeline.

An accountable manager will review the complaint, contact you to gather any further detail, request access to inspect the work where appropriate, and report back to you in writing with a finding and a proposed remedy. Where we have failed to deliver the standard you booked, we will put it right at no further charge. Where the work has been completed correctly and the complaint relates to a misunderstanding of scope, we will explain the scope and any options for further chargeable work.

If you instruct a third-party contractor before allowing us reasonable access to inspect and remedy any alleged defect, your statutory rights are unaffected but the Company will not be liable for the cost of that third-party engagement. We ask all customers to give us the opportunity to put it right first.

If we cannot reach a resolution through our internal process, you may refer the matter to an Alternative Dispute Resolution (ADR) provider approved by Trading Standards, or pursue the complaint through the small claims court. Nothing in this procedure removes or restricts your statutory rights under the Consumer Rights Act 2015. The procedure is intended to give both parties a fair, evidenced path to resolution before formal proceedings.

Gas work complaints can be referred to Gas Safe Register at gassaferegister.co.uk. Drainage work complaints relating to the public sewer may be referable to your water and sewerage undertaker (Thames Water, Southern Water, Affinity Water, etc.). Boiler installation warranty complaints can be referred directly to the manufacturer's Customer Service line as well as raised with us.