Complaints Procedure

If you are not happy with any aspect of our work, we want to know about it — and we want to put it right. We take every complaint seriously and aim to respond fairly, promptly and in line with the Consumer Rights Act 2015.

Step 1 — Contact Ilir directly

The fastest way to resolve any issue is to contact Ilir directly. Most concerns can be sorted out in a single conversation.

• Phone: 07747 078 733
• Email: ilir@inplumbing.co.uk
• WhatsApp: send a message via the contact options on this site

Step 2 — Formal written complaint

If you’d like to raise a formal complaint in writing, please email ilir@inplumbing.co.uk with the following:

• Your name and the address where the work was carried out
• The date(s) the work took place
• A description of what went wrong
• Photos if relevant
• What outcome you are looking for

We will acknowledge your complaint within 5 working days, and provide a substantive written response within 20 working days.

Step 3 — Independent escalation

If you’re not satisfied with our response, you can escalate your complaint to one of the following independent bodies:

• Citizens Advice consumer service — free advice on consumer rights: citizensadvice.org.uk
• Local Trading Standards — for serious consumer protection issues

Step 4 — Alternative Dispute Resolution (ADR)

Where ADR is appropriate, we will direct you to an approved ADR provider. Note that we are not obliged to participate in ADR, but we may agree to do so if both parties consider it appropriate.

Our commitment

We promise to: take your complaint seriously, respond honestly and politely, keep you informed of progress, and put right anything that we got wrong. We have built this business on word-of-mouth recommendations for 22 years and we take the reputation that comes with that very seriously.