Your Satisfaction Matters
Our Complaints Procedure
We hold ourselves to the highest standards. If something has fallen short of your expectations, we want to know about it and put it right.
Our Commitment to You
At Belgravia Painters & Decorators, we take pride in delivering work of the highest quality and providing a service that exceeds expectations. However, we recognise that occasionally things may not go as planned, and when that happens, we want to make it right as quickly and fairly as possible.
This complaints procedure sets out the steps we follow to ensure every concern is taken seriously, investigated thoroughly, and resolved to your satisfaction. We treat all complaints confidentially and without prejudice — raising a concern will never affect the quality of service you receive from us.
We encourage you to raise any issues as soon as they arise. The sooner we are aware of a problem, the sooner we can address it. Many concerns can be resolved quickly and informally, but we also have a formal process in place for matters that require more detailed attention.
The Process
Five Steps to Resolution
Contact Us Directly
In the first instance, please raise your concern with us directly. Many issues can be resolved quickly through a conversation. You can reach us by phone or email, and we will do our best to address your concern immediately.
Call us on 020 7946 0958 during business hours (Monday to Friday, 8am to 6pm; Saturday, 9am to 2pm) or email us at any time. We aim to acknowledge all concerns raised by phone on the same day.
Submit a Written Complaint
If you are not satisfied with the initial response, or if you prefer to make a formal complaint from the outset, please put your complaint in writing within 14 days of the issue arising. This helps us ensure we have a clear and accurate record of your concerns.
Your written complaint should include your name, contact details, the property address where work was carried out, a description of the issue, and the outcome you are seeking. Please send this to info@belgraviapainters.co.uk.
Investigation
Upon receipt of your written complaint, we will assign a senior manager to investigate the matter. We will acknowledge your complaint in writing within two working days and aim to complete our investigation within five working days.
During the investigation, we may need to visit the property to inspect the work in question, review project records, and speak with the team members involved. We will keep you informed of progress throughout.
Resolution Proposal
Following our investigation, we will provide you with a written response setting out our findings and a proposed resolution. This may include remedial work at no additional cost, a partial or full refund, or another appropriate remedy.
We will explain the reasoning behind our proposal clearly and openly. If remedial work is agreed, we will schedule it at a time convenient to you and ensure it is carried out to the highest standard.
Escalation
If you remain dissatisfied with our response, you have the right to escalate your complaint to an independent body. We are committed to fair resolution and will cooperate fully with any external review process.
You may contact your local Trading Standards office through the Citizens Advice consumer helpline on 0808 223 1133. You can also report concerns to the Painting & Decorating Association if the matter relates to workmanship standards.
Contact Us About a Complaint
We are here to help resolve any concerns you may have. You can reach us through the following channels:
- Email: info@belgraviapainters.co.uk
- Phone: 020 7946 0958
- Hours: Monday to Friday, 8am to 6pm; Saturday, 9am to 2pm
When contacting us about a complaint, it helps to have your project reference number or quotation number to hand, along with photographs of any issues if applicable. This allows us to begin investigating your concern without delay.
Our Promise
We believe that how a company handles complaints says as much about its character as the quality of its work. When you raise a concern with us, you can expect:
- A prompt and courteous response to every complaint, whether formal or informal
- A fair and thorough investigation conducted by a senior member of our team
- Clear, honest communication throughout the process
- A genuine commitment to putting things right, not just closing the case
- Lessons learned from every complaint fed back into our processes to prevent recurrence
Your feedback — whether positive or critical — helps us improve. We are grateful to every client who takes the time to share their experience, and we treat every piece of feedback as an opportunity to raise our standards further.
Need to Speak with Us?
We are here to listen and to help. If you have a concern about any aspect of our work, please do not hesitate to get in touch.