Complaints Policy
Our commitment
Westflow wants to resolve concerns fairly, promptly and professionally. Raising a complaint will not affect your statutory rights or any valid workmanship or manufacturer warranty.
1. How to make a complaint
1.1 Please contact Barnaby by email at info@westflow.co.uk. You may also write to Westflow Limited, 17 Westfield Road, Surbiton, England, KT6 4EL, or call 020 8702 0040.
1.2 Written complaints help us investigate accurately. Please include your name, address, contact details, job or invoice reference, the date of the work, a clear description of the concern and the outcome you are seeking.
1.3 Please provide relevant photographs, reports, messages or other evidence where available. Do not delay reporting a safety concern or an active leak while gathering documents.
2. What happens next
2.1 We aim to acknowledge your complaint within 72 hours.
2.2 Barnaby has final responsibility for reviewing complaints. Another suitable person may gather information or inspect the work, but Westflow remains responsible for the response.
2.3 We aim to provide a full written response within 10 working days. If the matter is complex or we need information from you, an engineer, a supplier or a manufacturer, we will explain the reason for any delay and give you an updated timescale.
2.4 We may ask for access to inspect the work or equipment. Please provide a reasonable opportunity for Westflow to investigate and, where appropriate, put matters right.
3. Possible outcomes
3.1 Depending on the circumstances and your legal rights, an outcome may include an explanation, further inspection, remedial work, re-performance of a service, replacement of a relevant item, a price reduction, refund or another reasonable resolution.
3.2 If we do not uphold all or part of the complaint, we will explain our reasons and the evidence considered.
3.3 We will not require you to resolve a complaint directly with a subcontractor, engineer, manufacturer or insurer where Westflow is responsible under your contract. We may contact them as part of our investigation.
4. Urgent and safety-related concerns
4.1 If you smell gas or suspect a gas emergency, do not wait for the complaints process. Contact the National Gas Emergency Service on 0800 111 999 and follow its safety instructions.
4.2 For an active water leak, electrical danger, unsafe appliance or other urgent risk, take reasonable steps to protect people and property and contact the appropriate emergency service or utility provider where necessary. Then contact Westflow as soon as it is safe to do so.
5. Alternative dispute resolution
5.1 We will try to resolve the complaint directly and amicably. If we cannot resolve an eligible consumer complaint through our internal process, we will issue a final response or letter of deadlock explaining the next step.
5.2 As a Which? Trusted Trader, Westflow has access to an independent alternative dispute resolution service for eligible consumer disputes. Current eligibility and contact details will be provided in our final response and are also available through Which? Trusted Traders.
5.3 Alternative dispute resolution is intended to offer an independent way to resolve a dispute without court proceedings. Using it does not remove your statutory rights or prevent you from seeking independent advice.
6. Payments while a complaint is considered
6.1 Please pay any undisputed part of an invoice by the due date. Tell us promptly if you dispute an amount and explain why.
6.2 We will not make access to the complaints process conditional on payment of the amount genuinely in dispute. This does not prevent us from pursuing an undisputed or lawfully due amount.
7. Records and privacy
7.1 We will keep appropriate records of the complaint, correspondence, evidence, inspection and outcome. Which? Trusted Traders requires complaint records to be retained for at least two years.
7.2 We will use personal information only as reasonably necessary to investigate and resolve the complaint, comply with legal or regulatory obligations and protect our legal rights. Our Privacy Policy provides further information.
8. Review of this Policy
8.1 This Policy will be reviewed periodically and may be updated for future complaints. The version that applies is the version provided or published when the complaint is made, unless a change benefits the customer or is required by law.