Ealing Painters
Complaints policy
If something has gone wrong, we want to hear about it. This policy explains how to raise a concern and what happens next.
Raise it early
Many problems can be sorted out quickly if they are raised while the decorator is still working or soon after. If you notice something you are not happy with, mention it straight away, ideally before furniture goes back or the area is finished.
How to raise a concern
Email info@ealingpainters.co.uk or call 0333 057 7942. You can also use the contact page. It helps if you include:
- your name and the property address;
- your quote reference, if you have one;
- what the concern is and where in the property;
- photos of the problem, if relevant;
- what you would like to happen to put it right.
What happens next
- Acknowledgement. We aim to acknowledge your concern promptly and explain what will happen next.
- Looking into it. We review your quote, the agreed scope and any photos, and we talk to the decorator who carried out the work. We may ask you for more information, or suggest a visit to see the problem.
- Outcome. We aim to give you a clear response explaining what we found and what we propose. If we need more time, we will tell you why.
Putting things right
Where work does not match what was agreed in the quote, or was not carried out with reasonable care and skill, the usual first step is for it to be put right. Your rights under consumer law, including the Consumer Rights Act 2015, apply whatever this policy says. The FAQ explains how quotes and changes to the work are handled.
If you are still unhappy
If you are not satisfied with our response, you can seek independent advice. The Citizens Advice consumer service can explain your rights and options, including alternative dispute resolution and, as a last resort, making a claim through the courts.