Complaints Procedure
At The Electrical Group, we are committed to providing a high standard of service. However, if you are unhappy with any part of your experience, we take complaints seriously and will do our best to resolve the issue as quickly and fairly as possible.
How to Make a Complaint
If you wish to make a complaint, please contact us using one of the following methods:
Email:
info@theelectricalgroup.com
In Writing:
The Electrical Group Ltd
Unit 16 - Fern Close
Pen Y Fan Industrial Estate
NP11 3EH
Please include
To help us deal with your complaint efficiently, please provide:
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Your name and address
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A contact telephone number and or email address
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Details of your complaint
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Any relevant reference or invoice number
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Photographs or supporting documents (if applicable)
What Happens Next
Once your complaint has been received, the following process will take place:
1. Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.
2. Investigation
Your complaint will be reviewed by a member of our management or technical team. We may contact you for further information or to arrange a site visit if required.
3. Response
We aim to provide a full written response within 14 working days. If the investigation is ongoing, we will keep you informed of progress.
Resolution
Where a fault or issue is identified, we will explain the findings and outline any remedial action we propose. This may include:
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Further inspection
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Repair or corrective works
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Replacement of equipment (where applicable)
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A goodwill gesture or partial refund, if appropriate
All resolutions will be agreed with you before work is carried out.
Contact Details
Telephone: 07949053978
Email: info@theelectricalgroup.com
Address:
The Electrical Group Ltd
Unit 16 - Fern Close
Pen Y Fan Industrial Estate
NP11 3EH