Complaints Procedure

Last Updated: June 2026

At Bristol City Kitchens & Bathrooms Ltd, we take great pride in the quality of our workmanship, customer service and project management. However, we understand that occasionally things may not go as expected.

We are committed to resolving any concerns fairly, professionally and as quickly as possible.

Our Commitment

If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible so that we can investigate and work towards a resolution.

We will always aim to:

  • Listen carefully to your concerns

  • Investigate the issue thoroughly

  • Communicate openly and honestly

  • Resolve genuine problems promptly and fairly

  • Learn from feedback to improve our service

Step 1: Contact Us

In the first instance, please contact us directly with details of your concern.

To help us investigate efficiently, please provide:

  • Your name and address

  • Project address (if different)

  • A description of the issue

  • Any relevant photographs

  • Dates relating to the concern

  • Copies of any relevant correspondence

Many issues can be resolved quickly through discussion and inspection.

Step 2: Investigation

Once we receive your complaint, we will:

  • Acknowledge receipt within 5 working days where possible

  • Review project records and documentation

  • Discuss the issue with relevant team members or contractors

  • Arrange a site visit if necessary

  • Request additional information where required

We aim to complete investigations and provide a response within 14 working days, although complex matters may take longer.

Step 3: Resolution

Following our investigation, we will provide our findings and, where appropriate, propose a resolution.

Possible outcomes may include:

  • Rectification of workmanship issues

  • Additional inspections

  • Further explanation regarding the work carried out

  • Recommendations for unrelated defects identified

  • Referral to a manufacturer's warranty process where applicable

Any remedial work offered must be carried out by Bristol City Kitchens & Bathrooms Ltd or our approved contractors unless otherwise agreed in writing.

Access for Inspection

Customers must provide reasonable access for us to inspect any alleged defect before appointing third parties to undertake remedial work.

Failure to provide access may affect our ability to investigate or resolve the issue.

Independent Reports

Where a customer obtains an independent report regarding an alleged defect, we reserve the right to review the report and, where appropriate, seek our own independent assessment.

The cost of third-party reports will not be reimbursed unless agreed in writing beforehand.

Existing Property Conditions

Many renovation projects involve working within existing properties where hidden defects cannot be identified until work begins.

Examples may include:

  • Historic water damage

  • Defective plumbing

  • Unsafe electrical installations

  • Structural movement

  • Damp issues

  • Previous non-compliant building work

We cannot accept responsibility for pre-existing defects that were not caused by our workmanship.

Manufacturer Faults

Where products develop faults due to manufacturing defects, these will normally be dealt with under the manufacturer's warranty.

We will assist customers wherever reasonably possible but cannot make decisions on behalf of manufacturers.

Escalation

If you remain dissatisfied after receiving our response, we invite you to contact us again so that we can review the matter further.

We are committed to resolving concerns through communication and practical solutions wherever possible.

Contact Details

For all complaints and concerns, please contact:

Bristol City Kitchens & Bathrooms Ltd

Email: [Insert Email Address]
Telephone: [Insert Telephone Number]

Please include as much information as possible to help us investigate your concern promptly.

Our Approach

We understand that having work carried out in your home can sometimes be stressful. Most concerns arise from misunderstandings, unforeseen issues within older properties, or communication problems rather than poor workmanship. Our goal is always to work collaboratively with our customers to find a fair and practical solution wherever possible.