CUSTOMER CARE

Tell us when something is not right.

We aim to resolve concerns fairly, whether they concern workmanship, a charge, property damage or your personal information.

Contact Richard Jones

Contact Richard Jones, Director, at services@northwichdrainunblocking.com or call 07794 518637. You can also write to Northwich Drain Unblocking Limited, 12 Thornley Green, Lostock Gralam, Northwich, CW9 7YB. Registered in England and Wales, company number 16955846.

Please give your contact details, job reference or approximate visit date, what happened and the outcome you seek. Helpful photographs or a quotation may assist, but you do not need legal wording or a particular form. Tell us about any contact or accessibility needs.

What happens next?

We aim to acknowledge within three working days and give a substantive response or progress update within ten working days. If more time is needed, we explain why and give a further update within ten working days unless another reasonable interval is agreed. These are service targets, not a guarantee that every issue is resolved within ten days.

The response explains findings, any remedy or action, and what to do if you remain dissatisfied. You can ask for reconsideration. In a small business, further review is not described as independent adjudication if the same owner conducts it. Any applicable alternative-dispute-resolution option and participation position will be explained; no scheme membership is claimed.

Personal information and your rights

Privacy complaints can be verbal or written. We acknowledge them within 30 days, investigate appropriately without undue delay, keep you informed and explain the outcome without undue delay. This is not a 30-day deadline to resolve every complaint.

Requests to access, correct or delete information follow separate rights-request rules; making a complaint does not stop those deadlines. You can also complain to the Information Commissioner’s Office or call 0303 123 1113.

You remain entitled to independent advice and your legal rights. Making a complaint does not require you to withdraw a genuine review or agree to publicity. This procedure does not extend legal time limits. For immediate danger, contact emergency services instead of waiting for a complaints response.