Complaints Procedure

1.Our promise

We want every treatment done properly, priced fairly and carried out safely. If something isn’t right, tell us. Most problems can be sorted quickly with a phone call. Complaints go to our director and aren’t passed around, and making one will never change how we treat you.

2.How to complain

• Phone: 07999 935 929 (7 days · 6am–8pm)
• Email: [email protected]
• Your account: reply to the job in your customer account
• On the day: tell the technician before they leave, so they can look at it while they’re still there

It helps us sort things faster if you include:

• your name, the property address and your job reference if you have one;
• what went wrong and when;
• any photos or videos (for example of fresh droppings, gnawing or insects seen after a treatment);
• what you would like us to do to put it right.

3.What happens next

1. We acknowledge your complaint within 2 working days and tell you who is handling it.
2. We look into it. We go through the job notes, photos, treatment records and what the technician found, and talk to the people involved. If we need to, we come back out and see the problem for ourselves.
3. We give you a full answer within 14 days of receiving your complaint, setting out what we found and what we’ll do. If we need longer, say to carry out a follow-up inspection, we’ll tell you why and when you can expect our answer.
4. We put it right as agreed, then check you’re happy with how it turned out.

4.How we can put things right

It depends on what went wrong, but we may:

• return to finish or repeat the treatment at no extra cost;
• come back free of charge under our guarantee if pests return because our treatment failed;
• reduce the price or give a refund where the service fell short;
• explain plainly what happened, say sorry, and change how we work so it doesn’t happen again.

Sometimes pests come back for reasons outside our treatment, for example a new way in that hasn’t been proofed, food left out, or bait stations moved. Rats can also come up from damaged drains or a public sewer, which is the water company’s responsibility. If so, we’ll explain what we found and show you the evidence so you can decide what to do next.

5.If you’re still unhappy

If you’re not satisfied with our final response, we’ll confirm it in writing. We’ll also give you details of an alternative dispute resolution (ADR) provider and tell you whether we agree to use it. You can also:

• get free advice from the Citizens Advice consumer helpline on 0808 223 1133 (England and Wales), which can also refer matters to Trading Standards;
• make a claim through the small claims court using Money Claim Online, though this should be a last resort;
• complain to the Information Commissioner’s Office if your complaint is about your personal data (see our Privacy Policy).

If rats are coming from a public sewer, that is the water company’s responsibility. If you’re unhappy with how a water company has dealt with you, the Consumer Council for Water can help.

6.Reviews

Whatever happens with a complaint, you’re free to leave an honest review of our service on Google. We reply to reviews. We never offer anything in return for a review, and we never ask anyone to take one down.

7.Learning from complaints

We log every complaint and what we did about it. We go back over them regularly and use them to improve our service, our training and the information we give customers. Complaint records are kept in line with our retention periods.