1. Purpose
HomeTech Wales is committed to providing high quality workmanship, professional service and clear communication.
We recognise that, on occasion, concerns or misunderstandings may arise. This policy explains how customers can raise concerns, how complaints will be handled and our commitment to resolving issues fairly, promptly and professionally.
We also welcome positive feedback and suggestions for improvement.
2. Raising a Concern
If you are unhappy with any aspect of our service, we encourage you to raise your concern as soon as reasonably possible.
Many issues can be resolved quickly through discussion before they develop into formal complaints.
Concerns may be raised by telephone, email or in writing.
3. Making a Complaint
To help us investigate your complaint, please provide:
- Your name and contact details.
- The property address (where applicable).
- A description of the concern.
- Any relevant photographs or supporting information.
- The outcome you are seeking.
Complaints should normally be submitted within a reasonable time after the issue becomes apparent.
4. Our Response
HomeTech Wales aims to:
- Acknowledge complaints within five working days.
- Investigate the matter fairly and objectively.
- Keep you informed where further investigation is required.
- Provide a written response as soon as reasonably practicable.
Where appropriate, we may arrange a further visit to inspect the work before reaching a decision.
5. Resolving Complaints
Depending on the circumstances, a complaint may be resolved by:
- Providing further explanation or clarification.
- Correcting workmanship where appropriate.
- Agreeing suitable remedial work.
- Offering another mutually agreed solution.
- Explaining why no further action is considered appropriate.
Each complaint will be considered on its individual merits.
6. Independent Advice
If a complaint cannot be resolved directly, customers may seek independent advice or use any alternative dispute resolution process that may be available.
Nothing within this policy affects your statutory rights.
7. Customer Feedback
HomeTech Wales welcomes customer feedback, testimonials and suggestions for improvement.
Feedback helps us improve our services and maintain high professional standards.
Permission will always be sought before publishing testimonials or photographs that identify a customer or their property.
8. Contact
Complaints, concerns and feedback should be directed to:
HomeTech Wales
David Owen Booth
Email: info@hometech.wales
Telephone: 07909 225315
Website: www.hometech.wales
Document Information
| Item | Details |
| Document | HT004 Complaints, Concerns and Customer Feedback Policy |
| Version | 1.0 |
| Effective Date | 5 July 2026 |
| Last Reviewed | 5 July 2026 |
| Next Review | 5 July 2027 |
| Policy Owner | David Owen Booth |
| Approved By | David Owen Booth |
The latest version of this document is published on the HomeTech Wales website. Printed or downloaded copies are considered uncontrolled and users should refer to the website to ensure they are viewing the current version.