Complaints Policy

1. Our Commitment to You

1.1 At That Pond Guy Ltd, we take great pride in the quality of our work and the service we provide. Our aim is always to deliver work to a high professional standard and ensure our customers are satisfied with the outcome.

1.2 We understand that, on rare occasions, concerns may arise. This complaints policy explains how we handle any issues fairly, promptly, and transparently.

2. Raising a Concern

2.1 If you have any concerns about work we have carried out or services we have provided, we ask that you notify us as soon as reasonably possible after completion so we can address the issue quickly and effectively.

2.2 We recommend inspecting the work once it has been completed to ensure everything has been carried out in line with the agreed scope of works, quotation, or contract terms.

2.3 You can raise a concern by contacting us via:

  • Telephone

  • Email

  • Writing to us by post (we recommend obtaining proof of posting)

3. Our Complaints Procedure

3.1 Once a complaint has been received, we will acknowledge it and aim to provide an initial response within 5 working days.

3.2 Where appropriate, we will arrange a convenient time to visit the site, assess the issue, and discuss any necessary remedial work.

3.3 Our aim is to resolve complaints promptly and fairly. In most cases, we will seek to complete any agreed remedial action within 28 days, depending on the nature of the issue, access requirements, and any factors outside our control.

3.4 Throughout the process, we will keep you informed and work with you to reach a mutually acceptable outcome.

4. Escalating a Complaint

4.1 In the unlikely event that we are unable to resolve a complaint through our internal complaints procedure, and both parties agree that a deadlock has been reached, you may choose to escalate the matter.

4.2 As a Which? Trusted Trader, That Pond Guy Ltd has access to an independent Alternative Dispute Resolution (ADR) service for domestic installation, service, repair, and maintenance contracts.

4.3 If you wish to pursue this option, you may refer your complaint to Which? Trusted Traders Alternative Dispute Resolution.

4.4 To confirm eligibility and receive guidance on the ADR process, please contact Which? Trusted Traders on 02922 670 040.

5. Our Approach

5.1 We value customer feedback and see complaints as an opportunity to improve our service.

5.2 Our priority is always to resolve concerns professionally, fairly, and with minimal disruption.

5.3 If you have any questions about this policy or need to raise a concern, please do not hesitate to contact us.