Elite Drainage Services Ltd — How We Handle Complaints
At Elite Drainage Services Ltd, we are committed to providing a high standard of service to all our customers. We take all complaints seriously and aim to resolve them fairly, promptly, and professionally.
If you are unhappy with any aspect of our service, please follow the procedure below. Your feedback helps us improve.
In the first instance, please contact our customer service team by phone or email. Many issues can be resolved quickly at this stage.
If your issue is not resolved to your satisfaction, submit a formal complaint. We will acknowledge receipt within 2 working days.
A senior member of our team will investigate your complaint thoroughly, reviewing all records, reports, and communications.
We will provide a full written response within 14 working days of receiving your formal complaint, outlining our findings and proposed resolution.
If you remain dissatisfied with our response, you may escalate your complaint to our Managing Director for a final review.
If you are not satisfied with our final response, you may escalate your complaint as follows:
Request a review by our Managing Director by writing to info@elitedrain-services.com with the subject line "MD Escalation — [Your Name]". Include your original complaint reference number.
If you remain dissatisfied after our final response, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme. We will provide details of the relevant ADR scheme in our final response letter.
You also have the right to contact Citizens Advice (0808 223 1133) or your local Trading Standards office for independent guidance at any stage of the complaints process.
Use this form to submit a formal complaint. We will acknowledge receipt within 2 working days.