Legal
Complaints Procedure
Last updated: 15 August 2026
Extraction work goes wrong sometimes. A canopy gets missed, an engineer turns up outside the window we promised, a fan is noisier after a repair than before it, an invoice does not match the quotation. When that happens we would rather hear it from you than read it in a review, and this page sets out exactly what we do with it.
How to raise a complaint
Use whichever of these suits you. None is better than the others.
- Email: info@extractford.co.uk
- Telephone: 07404 434534
- Post: Extractford Ventilation Ltd, Purley, Greater London, CR8 2BA.
If you would rather use the enquiry form, the contact page has it.
It helps us if you can tell us:
- the address of the site the work relates to
- roughly when the visit or the work took place
- what happened, in your own words
- what you would like us to do about it
If you cannot supply all of that, complain anyway. We would rather chase a detail than lose the complaint.
What happens next
The timescales below are commitments we choose to make. They are not imposed on us by anyone, we have kept them modest so that we can meet them, and working days means Monday to Friday excluding bank holidays.
| Stage | What happens | Detail |
|---|---|---|
| Stage 1 | Tell us | Contact us by any of the routes above. Give us the site address, roughly when the work happened, and what went wrong. Photographs help if the issue is something you can see. |
| Stage 2 | We acknowledge it | We aim to acknowledge every complaint within two working days, in writing, naming the person handling it. If your complaint arrives by telephone we will still confirm it in writing so that both of us have the same record. |
| Stage 3 | We look into it | We read the job file, speak to the engineers who attended, and where the answer depends on the state of the system we ask to come back and look at it. We aim to give you a full written response within ten working days. |
| Stage 4 | We put it right, or explain why not | If we got it wrong we say so, tell you what we will do about it, and agree a date. If we do not think we got it wrong, we set out plainly what we found and why we reached that view, so you can judge it for yourself. |
| Stage 5 | Review | If our response does not settle it, ask for a review. A director who was not involved in the original decision looks at the whole file again, and we aim to reply within a further ten working days. |
If something is genuinely complicated, for example where a third party installed the system or another contractor has worked on it since, ten working days may not be enough. In that case we will tell you before the deadline passes, explain what we are waiting for, and give you a new date. What we will not do is let the deadline go by in silence.
Safety comes before process
If your complaint involves something unsafe, a fire risk, a smell of gas, an electrical fault, a canopy or duct section that is insecure, then do not wait for this procedure to run. Telephone us on 07404 434534 and say it is a safety issue. We will deal with it as an emergency and the paperwork can follow afterwards.
If you smell gas, call the National Gas Emergency Service on 0800 111 999 before you call us.
Complaints about a member of our team
Conduct complaints are handled the same way and by the same route, but they are dealt with by a director rather than by the person’s colleagues, and we will not discuss the outcome of any internal action with you beyond confirming that the complaint was taken seriously and acted on. That is not evasion: it is the same employment confidentiality you would expect if it were you.
What we do with what you tell us
Every complaint is recorded, along with the outcome, and reviewed periodically so that we can see whether the same thing keeps happening. A complaint that produces an apology and no change is a complaint we wasted.
Personal data in a complaint is handled as set out in the privacy policy. Complaint records are kept with the job file they relate to.
If we cannot put it right
We would rather tell you your options than leave you looking for them.
- A dispute about the work or the bill. If our review does not settle it, you are free to take the matter further, including through the courts. We will not treat you having done so as a reason to stop talking, and we are willing to consider independent mediation if you would prefer that to litigation.
- Consumer advice. If you engaged us as a consumer rather than as a business, Citizens Advice gives free, independent guidance on your rights and can pass the matter to Trading Standards. Contact them at citizensadvice.org.uk/consumer.
- Personal data. If the complaint is about how we handled your personal data, you can complain to the Information Commissioner’s Office at any time, free of charge, at ico.org.uk/make-a-complaint.
We want to be straight about one thing rather than let you find it out later. We are not currently a member of any trade association, approved trader scheme or ombudsman service, so there is no external adjudicator you can appeal to over our heads on a workmanship dispute. Where that changes, this page will name the scheme and how to use it. Until then, the routes above are the honest list.
Compliments and near misses
The same addresses take good news and small observations, not only complaints. If an engineer did something well, or you spotted something that could have gone wrong but did not, we would like to hear that too. It goes into the same review.