Complaints Policy

At Ace Rendering Specialists, we are committed to providing a high standard of workmanship and customer service. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly and fairly.

How to Make a Complaint

You can make a complaint using any of the following methods:

To help us investigate your complaint efficiently, please provide:

  • Your name and contact details

  • Details of the work carried out (including dates and location)

  • A clear description of your complaint

  • Any relevant supporting information (e.g. photographs, documents)

Our Complaints Procedure

We aim to resolve all complaints quickly and professionally. Our procedure is as follows:

1. Acknowledgement

We will acknowledge receipt of your complaint within 2 working days.

2. Investigation

We will carry out a thorough investigation of your complaint. This may involve reviewing job records, speaking with staff, and arranging a site visit if necessary.

3. Response

We aim to provide a full written response within 14 working days of receiving your complaint. If we require more time, we will inform you and keep you updated on progress.

4. Resolution

Where a complaint is upheld, we will seek to resolve the issue in a fair and reasonable manner. This may include:

  • Carrying out remedial work

  • Offering a partial or full refund (where appropriate)

  • Providing another agreed solution

Escalation Process

If you are not satisfied with our response, you may request that your complaint is reviewed by a senior member of the business.

Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to the Which? Trusted Traders dispute resolution service.

This is a free service for customers and includes access to an independent Alternative Dispute Resolution (ADR) provider, who will review your case and help reach a fair outcome.

Our Commitment

We take all complaints seriously and view them as an opportunity to improve our services. We are committed to handling complaints in a transparent, fair, and timely manner.