Complaints Policy

Corvee Property Services Ltd
Effective Date: 20 February 2026

1. Policy Statement

Corvee Property Services Ltd is committed to delivering high-quality plumbing and heating services to all our customers. 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, please get proof of posting.

We treat all complaints seriously and aim to resolve them fairly, promptly, and in a way that reflects our company values. This policy outlines how we manage and respond to complaints and ensures that lessons are learned to prevent similar issues in the future.

2. Purpose of this Policy

This policy is intended to:

  • Provide a clear and consistent process for making a complaint

  • Ensure all complaints are acknowledged, investigated, and resolved promptly

  • Protect the rights of customers and stakeholders to express concerns

  • Promote a culture of continuous improvement

  • Comply with relevant regulatory obligations, including consumer protection and data privacy laws

3. Scope

This policy applies to:

  • All customers (domestic or commercial) using Corvee Property Services Ltd

  • Members of the public affected by our services

  • Suppliers, subcontractors, and partners

  • Any person interacting with Corvee in a business or service-related context

It does not cover employment-related grievances (handled under our internal grievance procedures) or requests under the Freedom of Information Act or Data Protection legislation (see our Privacy Policy).

4. What is a Complaint?

A complaint is defined as:

“An expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of action by Corvee Property Services Ltd, its employees, or representatives.”

This includes, but is not limited to:

  • Service delays or cancellations

  • Missed appointments or poor communication

  • Staff conduct or attitude

  • Work quality or follow-up issues

  • Health and safety or environmental concerns

  • Billing, charges, or invoicing problems

  • Failure to deliver agreed services

5. Making a Complaint

We encourage all complaints to be made in writing where possible to ensure clarity and traceability. You may submit your complaint through one of the following methods:

By Email

Info@corvee.co.uk

By Telephone

01536 680920
(Weekdays: 8:00am – 4:30pm)

In Writing

Corvee Property Services Ltd
50 Crown Street
Kettering
Northamptonshire
NN16 8QB

Please provide the following information:

  • Your full name and contact details

  • The address where the service took place (if applicable)

  • A clear description of the issue

  • Relevant dates, times, or names of employees involved

  • Any supporting documentation (e.g. photos, invoices, written correspondence)

  • What you would consider a satisfactory resolution

6. Complaint Handling Process

6.1 Stage 1 – Informal Resolution

Many issues can be resolved quickly through direct communication with our office or the engineer involved. If you raise your concern informally, we will attempt to resolve it within 2 working days.

If the issue cannot be resolved informally or if you remain dissatisfied, it will be escalated to a formal complaint.

6.2 Stage 2 – Formal Complaint Investigation

Upon receipt of a formal 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

You will receive a written response within 10 working days outlining:

  • Our findings

  • Any corrective action being taken

  • An apology, where appropriate

  • Any goodwill gestures or compensation (at our discretion)

If we are unable to meet the 10-day timeframe due to complexity, we will contact you to explain the delay and provide an updated timeline.

6.3 Stage 3 – Escalation / Review

If you are not satisfied with our initial response, you may request an internal review. This will be carried out by a different manager or director who was not involved in the initial investigation.

A final decision will be issued within 10 working days of the escalation request. This concludes our internal complaints process.

7. Alternative Dispute Resolution (ADR)

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.

8. Confidentiality

All complaints will be handled in accordance with the UK General Data Protection Regulation (UK GDPR). Information provided during a complaint will only be shared with those involved in resolving the issue. Records of complaints will be stored securely and used only for monitoring and service improvement.

9. Learning from Complaints

We regularly review complaints data to identify trends or recurring issues. Outcomes of complaints may lead to:

  • Staff training and development

  • Process or policy reviews

  • Disciplinary action where appropriate

  • Improved communication and documentation

10. Monitoring and Review

This policy is reviewed annually or sooner if regulatory guidance or operational needs require it. A summary of complaints and their resolution is reviewed by Corvee management to ensure compliance and accountability.

11. Contact Details

Corvee Property Services Ltd
50 Crown Street
Kettering
Northamptonshire
NN16 8QB

Email: Info@corvee.co.uk
Phone: 01536 680920