We work hard to get every job right, but if something has gone wrong we want to hear about it and fix it. This page explains, step by step, how to make a complaint and what happens next.
Step 1 – Tell us
Email hello@prop-fix.co.uk with the subject line “Complaint”, call us on 01895 717123, or write to Propfix, The Yard, Rear of 51 Victoria Road, Ruislip HA4 9BH.
Please include:
- Your name, phone number and the property address
- What the job was and roughly when it was done
- What has gone wrong (photos are really helpful)
- What you would like us to do to put it right
We will confirm we have received your complaint within 2 working days.
Step 2 – Our Managing Director reviews it
Every complaint goes straight to Peter Lawrence, our Managing Director. He will look at what happened, speak to the tradesperson who did the work and, if needed, arrange to visit the property. You will get a full written reply within 10 working days. If it is going to take longer – for example because we are waiting on parts or a specialist – we will tell you why and give you a new date.
Where we have got it wrong, we will put it right. All our work is covered by our 12-month “fixed right or we come back free” guarantee.
Step 3 – Ask us to look again
If you are not happy with our reply, tell us within 14 days and we will review the complaint again. We will send you our final written response within a further 10 working days.
Step 4 – Free independent help from the Federation of Master Builders
Our company, UK Prop-Fix Limited (trading as Propfix), is a member of the Federation of Master Builders (FMB), membership number 166487. If we have not sorted things out after Step 3, you can ask the FMB Dispute Resolution Service to help. It is independent, free of charge for both sides and approved by the Chartered Trading Standards Institute.
Before you contact them, you need to have told us in writing what you are unhappy about and given us at least 10 working days to respond (Steps 1 to 3 cover this).
FMB Dispute Resolution Service
Phone: 0113 201 4263 (Monday to Friday, 9am to 5pm)
Email: disputes@fmb.org.uk
Post: Viscount Court, 245 Leeds Road, Rothwell, Leeds LS26 0GR
Website: fmb.org.uk – dispute resolution
The FMB service deals with the quality of the work and putting it right. It cannot award compensation or decide purely financial or contractual disputes.
Step 5 – Other options
You can also get free advice from Citizens Advice (0808 223 1133) at any stage, and you always keep your legal rights under the Consumer Rights Act 2015, including the right to take a claim to the small claims court.
Complaints about your personal data
If your complaint is about how we have handled your personal information, please see the complaints section of our Privacy Policy. That route ends with the Information Commissioner’s Office rather than the FMB.
Our promise
- We will treat every complaint seriously and politely
- We will keep you updated and stick to the timescales above
- We will never treat you differently because you have complained
- We will learn from every complaint so it does not happen again
