We want to hear if something has gone wrong. Raising a concern early usually gives the best chance of putting it right.
How to raise a concern
- Email info@retrofitlondon.co.uk with “Complaint” in the subject line, or call 07506 892739 and ask to make a complaint.
- Tell us your name, the property address, what happened and what you would like us to do.
- Include any relevant documents, such as your quotation, report or correspondence.
What we will do
- Acknowledge your complaint and tell you who is dealing with it.
- Tell you when you can expect a full response.
- Look into what happened, including speaking to anyone involved.
- Give you a written response explaining what we found and what we will do.
If you are not satisfied
If you remain unhappy after our response, tell us and the director of PRIMELINKS SOLUTIONS LTD will review the complaint.
You can get free, impartial consumer advice from Citizens Advice consumer service. Where work was carried out under a scheme or by a business registered with a scheme operator, that scheme may have its own complaints process – your quotation and project documents will say which schemes, if any, apply.
Privacy concerns
For concerns about personal information, see our Privacy Policy, which also explains how to contact the Information Commissioner’s Office.
Who you are dealing with
Retrofit London is a trading name of PRIMELINKS SOLUTIONS LTD (trading as Retrofit London), a company registered in England and Wales with company number 17088688, whose registered office is 20 Ruckholt Road, London E10 5NP.