Complaints Procedure

Our Commitment to You

At Drainage Protection Line, we strive to deliver excellent service at all times. However, we recognize that things can occasionally go wrong. If you are dissatisfied with our service, we want to hear from you and resolve the issue promptly.

How to Make a Complaint

You can raise a complaint through any of the following methods:

What to Include in Your Complaint

To help us resolve your complaint quickly, please provide:

• Your full name and contact details
• Your service contract number or account reference
• A clear description of the issue
• When and where the issue occurred
• Any relevant supporting documents (e.g., photos, invoices, correspondence)
• What outcome you are seeking

Our Complaints Process

Stage 1: Acknowledgement (Within 2 Working Days)

We will acknowledge receipt of your complaint within 2 working days and provide you with a reference number and the name of the person handling your case.

Stage 2: Investigation (Within 5 Working Days)

We will thoroughly investigate your complaint, which may involve reviewing records, speaking to staff members, and contacting you for further information. We aim to provide an initial response within 5 working days.

Stage 3: Final Response (Within 14 Working Days)

We will send you a final written response within 14 working days of receiving your complaint. This will include:

• Our findings and conclusions
• The action we will take (if any)
• Any compensation or remedial service offered
• Information about escalation if you remain dissatisfied

Complex Complaints

For particularly complex complaints, we may need additional time to investigate thoroughly. If this is the case, we will keep you informed of progress and provide an expected resolution timeframe.

If You're Not Satisfied

If you are unhappy with our final response, you have the following options:

Alternative Dispute Resolution (ADR)

You may refer your complaint to an independent Alternative Dispute Resolution service. We will provide details of an appropriate ADR scheme in our final response letter. ADR is typically free for consumers and provides an independent review of your complaint.

Small Claims Court

For financial disputes, you may consider pursuing a claim through the Small Claims Court if the matter cannot be resolved through our complaints process or ADR.

Complaints About Data Protection

If your complaint relates to how we handle your personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO):

Website: ico.org.uk
Phone: 0303 123 1113
Address: ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Learning from Complaints

We view complaints as valuable feedback. All complaints are logged, analyzed, and reviewed quarterly to identify trends and areas for improvement. We use this information to enhance our services and prevent similar issues from recurring.

Contact Our Complaints Team

Drainage Protection Line Ltd - Complaints Department

Email: complaints@drainageprotectionline.co.uk

Phone: 0800 949 6479

Address: 71-75 Shelton Street, London, WC2H 9JQ