Urgent safety issue? Call now
If the complaint concerns an active electrical danger, call TRACEFORM using the number above rather than waiting for a written response. Keep away from smoke, fire, sparking, exposed live parts or water near electrics, and call the emergency services where appropriate.
How to raise a complaint
You can complain by phone, e-mail, WhatsApp or the contact form. The current phone number and e-mail address are shown above; the buttons on this page link to the available contact channels. You may ask someone to contact TRACEFORM for you if they have your authority.
What to include
Please give your name and preferred contact details, the property or job concerned, any quotation, invoice or enquiry reference, what happened, when it happened, who you dealt with, and what outcome you are seeking. Include relevant photographs or documents if they help explain the concern, but do not put yourself in danger to obtain them.
Stage 1: acknowledgement
TRACEFORM will acknowledge receipt promptly and confirm how we will contact you. If immediate safety action may be needed, we will deal with the safety concern first.
Stage 2: investigation
TRACEFORM will look into the complaint and consider the information provided by the customer and TRACEFORM. We may ask questions, request relevant documents or arrange access to inspect the work.
Stage 3: written outcome
TRACEFORM will reply in writing, summarising the complaint, the information considered, the conclusion and any action proposed. If more information is needed before a final reply can be given, TRACEFORM will explain what remains outstanding.
Stage 4: owner review
If you remain dissatisfied, reply and ask for a review. Explain which part of the reply you disagree with and provide any further information. On request, the business owner will review the complaint personally and reply in writing.
Stage 5: ADR information
If a complaint cannot be resolved through our internal procedure, we will tell the customer in writing, by e-mail or letter, the name and website of a certified ADR provider competent to deal with the dispute and whether we are obliged or prepared to use it. We do not name a provider in this procedure.
Records and privacy
Enquiries, e-mails and call recordings are retained as explained in the Privacy Policy. The Privacy Policy also explains how to ask about personal information and how to complain separately to the Information Commissioner’s Office about data protection.
What we do with feedback
Complaint findings may be used to correct a customer record, explain or remedy work, improve a process, revise customer communications or identify a training need. The action taken depends on the evidence and outcome; raising a complaint does not affect a customer’s statutory rights.
Your rights
You have the right to complain and may seek independent advice at any stage. This procedure does not limit rights or remedies under the Consumer Rights Act 2015 or other applicable law. Where a service does not conform to that Act, a consumer may be entitled to repeat performance or, where the statutory conditions are met, an appropriate price reduction. The procedure does not prevent a customer from taking a matter to a court or another body with jurisdiction.
