We aim to do every job right first time. If something has gone wrong — or you're unhappy with our work, our communication, or your invoice — please tell us straight away. Most issues get resolved with a single phone call. If we can't put it right between us, you have free, independent escalation routes through NAPIT and TrustMark.
1. How to Complain
Please contact us first. We genuinely want to know if anything has gone wrong — we'd far rather hear about it from you than from a review site or our trade body.
- Get in touch. Phone or email is fastest. Use the contact card below or write to us at the address in the footer. Tell us your name, the address where the work was done, and what's gone wrong.
- Initial acknowledgement — within 5 working days. We'll confirm we've received your complaint, give you the name of the person handling it (usually Dan Stevens, Director), and let you know what happens next.
- Investigation — within 10 working days. We review the job, the certificates, photos, your account and any test results. Where it's helpful, we'll arrange to revisit the site at no cost to you.
- Full written response. We'll set out what we found, what we propose to do (rectification, refund, or explanation), and a clear timeline. If a remedy is needed, we'll book it in within 14 days where practicable.
- If you're still not satisfied — escalate. You can take the complaint to NAPIT, TrustMark, Citizens Advice or Trading Standards. Details below. We will co-operate fully with whichever route you choose.
2. Information to Include
To help us investigate quickly, please include as much of the following as you can:
- Your name and the property address the work was carried out at
- A brief description of what work was done and roughly when
- Your certificate, quote or invoice number if you have it (e.g. SI-XXX or QUO-XXX)
- What you're unhappy about — in your own words is fine
- When you first noticed the issue
- Photos or short videos if you can take them safely (please don't open boards or remove faceplates yourself)
- The outcome you're looking for — rectification, refund, explanation, or something else
3. Response Times
- Initial acknowledgement: within 5 working days of receipt
- Full written response: within 10 working days of acknowledgement
- Remedial work (if required): booked in within 14 days where practicable, sooner for any safety-critical issue
- Safety-critical complaints (anything involving shock risk, burning smell, exposed conductors): we will respond same day. Call 07889 334849 directly — do not email.
If a complaint is genuinely complex (third-party suppliers, manufacturer warranty, insurance), we may need longer to investigate. If that happens we will tell you why and give you a revised date in writing.
4. Contact Us First
5. External Escalation
If we have not been able to resolve your complaint between us, or you would prefer an independent route, the following dispute-resolution services are open to you. All four are free for the consumer.
NAPIT
We are a NAPIT-registered installer, member 66245. NAPIT operates a Dispute Resolution scheme for member work and can arbitrate where the consumer and installer cannot agree.
napit.org.uk →TrustMark
TrustMark is the government-endorsed quality scheme. Their dispute service applies to TrustMark-registered tradespeople and provides an independent route for unresolved complaints.
trustmark.org.uk →Citizens Advice
Free, impartial advice on your consumer rights including next steps, evidence to gather, and whether your case meets the threshold for further action.
Consumer helpline: 0808 223 1133
citizensadvice.org.uk →Trading Standards
Citizens Advice will refer cases to Trading Standards (the relevant local-authority enforcement body) where appropriate. You can also approach your local council's Trading Standards team directly.
find your local council →6. Our Commitment
We are members of NAPIT (66245), accredited under CHAS (158368), and registered with the government-endorsed TrustMark scheme. Every job is carried out to BS 7671 18th Edition and Part P, by qualified electricians (including City & Guilds 2391 inspect-and-test). If we have made a mistake, we will fix it. If we have charged you wrong, we will correct the invoice. If we cannot agree, we will support you to take the matter to whichever independent route you prefer.
7. Records
All complaints, our investigation notes, and the resolution are recorded internally and retained for a minimum of 6 years in line with our document-retention policy. This information is processed in accordance with our privacy policy.
Last reviewed 2026-05-04 · DS Electrical Installation SW Ltd, Glastonbury BA6, Co. 13972348, VAT GB 429 0409 05
