Complaints procedure

If something about our work isn’t right, please tell us. We’ll listen, investigate and explain how we propose to resolve it. 

How to raise a concern

If you are unhappy with any work we have carried out, please contact us directly. You can email info@robertsandco.uk, call us on either 07947 214 271 or 07803 609 243, or write to Roberts & Co, 52 Albury Ride, Cheshunt, Hertfordshire, EN8 8XF.

How we respond

We aim to acknowledge your complaint within five days, and in any event within seven days. We will look into the matter, speak with you and, where useful, arrange to inspect the work. We will keep you informed and offer an appropriate course of action within 28 days.

Putting things right

If we agree that remedial work is needed, we will explain what we propose to do and arrange a suitable time with you. We will carry out agreed remedial work as soon as reasonably practicable and within eight weeks of your agreement. If we do not uphold any part of your complaint, we will explain our reasons.

If we cannot reach an agreement

We hope to resolve concerns directly and fairly. If we cannot reach an agreement, you can ask Which? Trusted Traders about its independent Alternative Dispute Resolution service. Its complaints guidance and contact details are available on the Which? Trusted Traders website. We will cooperate with the independent process.

This procedure does not affect your statutory rights.