HT004 – Complaints, Concerns and Customer Feedback Policy
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
Following completion of any work, customers are encouraged to inspect the work as soon as reasonably practicable. If you have any concerns, please contact HomeTech Wales promptly so that any issues can be investigated and, where appropriate, resolved without unnecessary delay.
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.
- Where appropriate, arrange a mutually convenient visit to inspect and, where possible, remedy the issue, normally within 28 days of receiving the complaint.
- Keep you informed where further investigation is required.
- Provide a written response as soon as reasonably practicable.
Where appropriate, we may need 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 Resolution and Alternative Dispute Resolution (ADR)
HomeTech Wales aims to resolve complaints directly wherever possible.
If this is not possible, HomeTech Wales supports the use of independent dispute resolution where appropriate.
Alternative Dispute Resolution (ADR)
HomeTech Wales has access to the Which? Trusted Traders Alternative Dispute Resolution (ADR) service for domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders endorsement.
If your complaint cannot be resolved through our complaints procedure and a satisfactory resolution cannot be reached, you may refer the matter to Which? Trusted Traders’ Alternative Dispute Resolution service.
Please contact Which? Trusted Traders on 02922 670 040 who will explain whether your complaint is eligible for Alternative Dispute Resolution.
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 may be submitted by telephone, email or in writing.
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 | 1.2 |
| Effective Date | 4 October 2026 |
| Last Reviewed | 4 October 2026 |
| Next Review | 9 August 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.