Legal

Complaints Policy

Last updated: 11 June 2026

At ProTiling, we take pride in delivering high-quality residential tiling and a professional service. We recognise, however, that occasionally things may not go as expected. This Complaints Policy explains how to raise a concern and how we will handle it fairly, promptly and transparently.

Our Commitment

We are committed to treating every complaint seriously and resolving issues as quickly and fairly as possible. We view feedback as an opportunity to put things right and to improve the service we provide.

How to Make a Complaint

If you are dissatisfied with any aspect of our work or service, please contact Madan Dhakal directly by email at madanprotiling@gmail.com. To help us address your concern effectively, please include:

  • Your name and contact details.
  • Details of the project, including the location and approximate dates.
  • A clear description of the issue or concern.
  • Any relevant photographs or supporting information.
  • The outcome you are seeking.

How We Handle Complaints

Our complaint handling process follows these steps:

  1. Acknowledgement — we will acknowledge your complaint, normally within a few business days of receiving it.
  2. Investigation — we will review the details, examine any records and, where appropriate, arrange to inspect the work in question.
  3. Response — we will provide a clear response setting out our findings and any proposed resolution, such as remedial work or another appropriate remedy.
  4. Resolution — we will work with you to agree and carry out a fair resolution.

Timescales

We aim to resolve complaints as quickly as possible. Straightforward matters are often resolved promptly, while more complex issues, particularly those requiring an inspection, may take longer. We will keep you informed of progress throughout.

If You Remain Dissatisfied

If you are not satisfied with our response, please let us know so that we can review the matter again. We will always seek to reach a fair outcome through open and honest discussion. Nothing in this policy affects your statutory rights, including any right to pursue the matter through other appropriate channels.

Contact

To raise a complaint, please contact Madan Dhakal at madanprotiling@gmail.com.