Complaints Procedure

1.Our promise

We want every job to be done properly, priced fairly and left tidy. If something isn’t right, we want to hear about it — most problems can be sorted out quickly with a phone call. Complaints are handled by our director, not passed around, and raising one will never affect how we treat you.

2.How to complain

• Phone: 07300 600 950 (7 days · 6am–8pm)
• Email: info@urgentdrainagesolutions.co.uk
• Your account: reply to the job in your customer account
• On the day: tell the engineer before they leave, so they can look at it while they are there

To help us look into it quickly, please include:

• your name, the property address and your job reference if you have one;
• what went wrong and when;
• any photos or videos (for example of a drain that has blocked again or a leak);
• what you would like us to do to put it right.

3.What happens next

1. We acknowledge your complaint within 2 working days, and tell you who is dealing with it.
2. We investigate. We check the job notes, photos, CCTV footage and what the engineer found, speak to the people involved and, if needed, arrange a return visit to see the problem for ourselves.
3. We give you a full answer within 14 days of receiving your complaint, explaining what we found and what we will do. If we need longer — for example to carry out a survey — we will tell you why and when to expect our answer.
4. We put it right as agreed and check that you are happy with the outcome.

4.How we can put things right

Depending on what happened, we may:

• return to finish or redo the work at no extra cost;
• repair a guaranteed section under our 12-month repair guarantee;
• reduce the price or give a refund where the service fell short;
• explain clearly what happened and apologise, and change how we work so it doesn’t happen again.

Sometimes a drain blocks again because of something new going down it, or because a problem is in a public sewer that the water company is responsible for. If that is the case, we will explain what we found and show you the evidence, so you can decide what to do next.

5.If you’re still unhappy

If you aren’t satisfied with our final response, we will confirm it in writing and give you details of an alternative dispute resolution (ADR) provider, telling you whether we agree to use it. You can also:

• get free advice from the Citizens Advice consumer helpline on 0808 223 1133 (England and Wales), which can also refer matters to Trading Standards;
• make a claim through the small claims court using Money Claim Online — this should be a last resort;
• complain to the Information Commissioner’s Office if your complaint is about your personal data (see our Privacy Policy).

Problems with a public sewer are the water company’s responsibility. If you aren’t happy with how a water company has dealt with you, the Consumer Council for Water can help.

6.Reviews

You are always free to leave an honest review of our service on Google, whatever the outcome of a complaint. We reply to reviews, and we never offer incentives for reviews or ask anyone to remove one.

7.Learning from complaints

We keep a record of every complaint and what we did about it, and review them regularly to improve our service, our training and the information we give customers. Complaint records are kept in line with our retention periods.