At Decoforce Painting & Decorating Ltd, we believe that if a client wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. It is Decoforce’s policy to receive complaints and to consider them as an opportunity to learn, adapt, improve, and provide a better service in line with our business and family values of Reverence, Integrity, Improving, Safety & Excellence.

In addition, a quick resolution of complaints, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the persons confidence about the service offered by Decoforce. It can also help prevent further escalations of the complaint. A responsive and fair complaint management system can assist us to achieve this. 

Our Complaint policy is intended to ensure that Decoforce handles complaints fairly, efficiently, and effectively. The company’s objective is to ensure that its complaint procedure is properly and effectively implemented in a timely manner that does not occur any additional inconvenience (where applicable). That complainants feel confident that their complaints, worries, and concerns are listened to and acted upon promptly and equitably. 

Our complaint management system aims to:

• Allow us to respond to questions raised by people who file a complaint in a timely and cost effective manner.
• Find the best resolution for both parties in a time frame that does not cause any additional inconvenience (where applicable).
• Increase client confidence in our administrative and practical process, and
• Provide information that we can use to improve the quality of our services, staff, and complaint handling.

Where we are unable to resolve your complaint using Decoforce's complaints policy, as a

Which? Trusted Trader we use Which?’s dispute resolution Provider for dispute resolution. In the unlikely

event that we cannot remedy your complaint to your satisfaction you may wish to refer your

complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on

02922670040

 The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied. To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve. 

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting. Business Complaint Procedure On receipt of your complaint the business aims to respond within 5 days. The business will arrange a convenient date to come and view and/or remedy the situation within 28 days. 

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint. 

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.