How to complain
If something about the service or this site has gone wrong, tell us. If the problem is with an engineer you were introduced to, here is what we can and cannot do.
Complaints about Air Con Surrey
This covers anything we are responsible for: how your enquiry was handled, how your details were used, a page that is wrong or misleading, or the way we have communicated with you. Send it through the contact page with the email address you used to enquire. We aim to acknowledge within two working days and to give a full answer within ten. If we need longer — usually because we are checking with a partner network — we will say when to expect it.
Complaints about work or conduct
The contract is between you and the engineer, and we are not a party to it: we cannot arbitrate, order a refund or make a firm come back. What we can do is act on your report — firms reported for poor conduct are reviewed, raised with the network that supplied them, and can be excluded from future introductions.
For the dispute itself, the routes that carry weight are the firm’s trade body if it belongs to one, Trading Standards via Citizens Advice, and the county court’s small claims track. Whichever you use, start with a written letter to the firm setting out what was agreed, what happened and what you want done.
Complaints about personal data
Our privacy notice sets out what we hold and your rights over it. You can complain to us first through the contact page, and to the Information Commissioner’s Office at any time at ico.org.uk/make-a-complaint.
How complaints are handled
Every complaint is read by a person, logged and used. Complaints about a firm go on that firm’s record; complaints about a page go to the editorial team and, where upheld, the page is corrected. We do not publish complaints or reply to them publicly.