How to complain
Submit the website contact form or write to Chimney Repair Willesden London, Strode Rd, London NW10 2NH. State your name, property address, quotation or invoice reference, the issue, relevant dates and the outcome you are seeking. Attach photographs or documents where they help explain the concern.
Our response times
- We aim to acknowledge the complaint within two business days.
- We may request additional information or arrange a reasonable inspection.
- We aim to provide a substantive written response within ten business days.
- If the matter is complex, we will explain why and provide a target date, normally no later than 20 business days from receipt.
Inspection and remedial proposals
Where the complaint concerns completed work, reasonable access may be needed to inspect it. If agreed work has not been performed with reasonable care and skill, the available remedy may include repeat performance within a reasonable time and without significant inconvenience, or another remedy required by law.
Disputed invoices
Identify the specific amount and reason for dispute. Undisputed sums remain payable in accordance with the agreed terms. We will not add work or charges that were not agreed, except where immediate temporary action was reasonably necessary to address a safety risk and the circumstances are documented.
Escalation
If the complaint remains unresolved, ask for a final written response. Where an applicable trade association, insurer, warranty provider or approved alternative dispute resolution body covers the work, its details will be provided where required. Consumers can also contact the Citizens Advice consumer service for independent guidance.
Your rights
This process does not replace or restrict statutory consumer rights, insurance rights or access to the courts.