Actionable Feedback Policy
Last updated: July 2026.
Feedback is how we get better, both at the work we do and the advice we publish. This policy explains how to reach us and what happens when you do.
1. How to give feedback
We welcome comments, suggestions and complaints through any of these:
- Our contact form, which is the quickest way to reach the right person
- By phone on 01302 247236, during our hours of Monday to Saturday, late and early call-outs available
- In person with the technician on the job, if it relates to work being carried out
2. How we respond
We aim to acknowledge feedback within two working days so you know it has reached us. We then aim to give a full response within about five working days, depending on how involved the matter is. If we need longer, we will tell you and give you a realistic timeframe.
3. Acting on what you tell us
Feedback is not just filed away. Practical suggestions feed into how we schedule jobs, brief technicians and write our guides. Where your point leads to a change, that is exactly what this policy is for.
4. Complaints
If something has gone wrong, tell us plainly and we will try to put it right. Most issues are resolved with a quick conversation. If you are not satisfied with our first response, ask for it to be escalated and a senior member of the business will review it.
5. Corrections to our content
If your feedback concerns a factual error in something we have published, that is handled under our Corrections Policy.