Complaints Procedure
Last updated: July 2026 · Eco Care Solutions Ltd
We take every complaint seriously. If something has not gone to your satisfaction, we want to know — and we are committed to resolving it fairly and promptly. This procedure sets out how to raise a complaint and what you can expect from us.
Step 1 — Contact us directly
In the first instance, please contact us directly. Most issues can be resolved quickly through a phone call or email.
- Phone: 01792 536746
- WhatsApp: 07356 284264
- Email: info@ecocaresolutions.co.uk
Please provide your name, address, contact number, a description of your complaint, and what outcome you are seeking. We will acknowledge your complaint within 2 working days.
Step 2 — Formal written complaint
If your complaint is not resolved to your satisfaction following initial contact, you may submit a formal written complaint to:
Eco Care Solutions Ltd
73 Heather Crescent
Sketty, Swansea
SA2 8HS
Or by email: info@ecocaresolutions.co.uk with the subject line "Formal Complaint"
Our response timelines
| Stage | Timeframe |
|---|---|
| Acknowledgement of complaint | Within 2 working days |
| Full investigation and proposed resolution | Within 14 working days |
| Final written response (if further review needed) | Within 28 working days |
Where an investigation takes longer than 14 working days we will write to you explaining why and providing a new expected resolution date.
What we will do
- Investigate your complaint thoroughly and impartially
- Keep you informed of progress
- Provide a written explanation of our findings
- Offer a fair remedy where we have fallen short
- Record the complaint and use it to improve our service
If you remain dissatisfied
If you are not satisfied with our final response, you have the right to seek independent advice or redress. Options include:
- Trading Standards: Contact your local Trading Standards office or Citizens Advice (0808 223 1133).
- Gas Safe Register: If your complaint relates to gas work, you can contact the Gas Safe Register on 0800 408 5500.
- Alternative Dispute Resolution (ADR): We will confirm availability of an ADR scheme in our final written response where applicable.
- Small Claims Court: For disputes involving a financial claim, you may apply to the small claims court via gov.uk.
Confidentiality
All complaints are handled confidentially. Information will only be shared with staff directly involved in resolving the complaint, and is retained in accordance with our Privacy Policy.