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Complaints Policy

We always endeavor to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

  • Our Procedure
  • Either call us, write to us or email us on the details above.

    We aim to respond within 2 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

    Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.

    Notice of the Right to Cancel

    Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013, you have a right to cancel this contract during a period of 14 calendar days from the day this notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded. However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.

    If you wish to cancel the contract you must do so in writing, you may use the form below if you want to but you do not have to.

    The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is sent.

    Complete and return this part of the form only if you wish to cancel the contract

    Customer Cancellation Notice

    This notice should be sent to the details shown above.

    Name of Customer:

    Address of Customer

    I/We hereby give notice that I/We wish to cancel my/our contract dated:

    Customer signature:


    Work commencing prior to the expiry of the Cancellation Period

    If you wish for the work to start during the 14 day cancellation period you need to complete, detach and return this part of the form. Please retain the above in case you wish to subsequently cancel the contract within the 14 days cancellation period.

    I/We agree that Suregroup24hr limited may commence work on (date)__________, before my cancellation period has expired.

    I understand that if I decide to cancel within fourteen working days, I may be asked to pay for any work that has been done prior to my cancellation.

    Name of customer:

    Address of customer:

    Customer signature:


    Director's Personal Guarantee

    In the event of the Company's failure to pay any invoice issued by the Supplier, the Director of the Company, will be personally responsible for a full and timely payment of all outstanding invoices, including any associated interest, fees, and legal costs. This personal guarantee is a secondary and additional obligation, and it remains in force even if the Company undergoes any form of dissolution, liquidation, or insolvency. The Director's personal assets may be pursued to satisfy any outstanding debts to the Supplier, as deemed necessary by the Supplier.