We aim to leave every customer happy. If we haven’t, we want to know quickly and directly, so we can fix it. Here’s exactly how to raise a complaint.
Step 1: Talk to us first
Call 07545 125 168 or email info@phblue.co.uk. Most issues are resolved on the first call. Tell us:
- The date of the work and the address
- What’s gone wrong (or what you were promised that didn’t happen)
- What outcome you’d like
We’ll respond within 2 working days with a plan and a timeline. If a return visit is needed, it’s free.
Step 2: Formal complaint
If the first response doesn’t resolve it, ask for a formal review. We’ll appoint someone independent of the original work to look into it, and respond in writing within 10 working days.
Step 3: External escalation
If you remain unhappy after our internal process:
- Checkatrade resolution service: as Checkatrade-approved tradespeople, customers can use Checkatrade’s resolution centre. Details here.
- Gas Safe Register covers gas work specifically; you can complain directly via gassaferegister.co.uk, and they investigate independently of us.
- NICEIC handles electrical work complaints, with a process at niceic.com.
- Citizens Advice consumer helpline: 0808 223 1133 for general consumer disputes.
How we use complaints
We log every complaint and review them quarterly. Patterns drive process changes; that’s how we got to a 5.0 average. Your complaint helps the next customer too.