Complaints Procedure

Last Updated: January 2026

1. Our Commitment to Customer Satisfaction

At WeSpray Group Nottingham, we pride ourselves on delivering exceptional restoration and spray painting services. Customer satisfaction is at the heart of everything we do, and we strive to exceed expectations on every project.

However, we recognize that occasionally things may not go as planned, or you may have concerns about our services. When this happens, we want to hear from you. Your feedback helps us improve our services and maintain the high standards our customers expect.

Our Promise: We are committed to resolving all complaints fairly, promptly, and professionally. We will treat your complaint seriously, investigate thoroughly, and work with you to find a satisfactory resolution.

2. What is a Complaint?

A complaint is any expression of dissatisfaction with our services, staff, or business practices. Complaints may relate to:

• Quality of workmanship or materials
• Professional conduct or behavior of our team
• Project delays or scheduling issues
• Communication or customer service
• Pricing, billing, or payment disputes
• Damage to property or belongings
• Health and safety concerns
• Any other aspect of our service delivery

3. How to Make a Complaint

We want to make it as easy as possible for you to raise concerns. You can contact us through any of the following methods:

3.1 By Email (Recommended)

Email: [email protected]

Subject Line: Please write "COMPLAINT" in the subject line for priority handling

Benefits: Email provides a written record and allows you to attach supporting documents or photographs.

3.2 By Phone

Phone: +44 115 647 8833

Business Hours: Monday-Friday: 8:00 AM - 6:00 PM, Saturday: 9:00 AM - 4:00 PM

When calling, please ask to speak with one of our directors (Steve McQueeney, Lee Brown, or Steven Barry Brown) for immediate attention to your complaint.

3.3 In Writing

Postal Address: 

WeSpray Group Nottingham

5 Cosby Rd, Sneinton

Nottingham NG2 4BW

United Kingdom

3.4 In Person

You are welcome to visit our offices during business hours. Please call ahead to ensure a director is available to discuss your complaint in person.

4. Information to Include in Your Complaint

To help us investigate and resolve your complaint efficiently, please provide as much information as possible:

• Your contact details: Name, phone number, email address, and property address
• Project details: Invoice/quotation number, project date, and service type
• Detailed description: Clear explanation of the issue or concern
• Timeline: When the issue occurred or was discovered
• Supporting evidence: Photographs, documents, emails, or other relevant materials
• Previous contact: Details of any previous discussions with our team about this issue
• Desired outcome: What resolution you are seeking (repair, refund, compensation, etc.)

Tip: Photographs are particularly helpful for quality or workmanship complaints. Please take clear photos showing the issue from multiple angles.

5. Our Complaints Process

We follow a structured, fair process to handle all complaints. Here's what you can expect:

Step 1: Acknowledgement (Within 2 Business Days)

When we receive your complaint, we will:

• Send you an acknowledgement confirming receipt
• Provide a unique reference number for tracking purposes
• Confirm the name of the person handling your complaint
• Outline the next steps and expected timeline

Step 2: Investigation (Within 7 Business Days)

We will conduct a thorough investigation, which may include:

• Reviewing project documentation, quotations, and correspondence
• Speaking with the team members involved in your project
• Examining photographs and evidence provided
• Conducting a site visit if necessary (we'll contact you to arrange a convenient time)
• Consulting technical experts if specialized assessment is required

We may contact you during the investigation to request additional information or clarification.

Step 3: Response (Within 14 Business Days)

Following our investigation, we will provide you with a detailed written response including:

• Summary of your complaint
• Findings from our investigation
• Our decision (whether we uphold, partially uphold, or do not uphold the complaint)
• Explanation of our decision with supporting evidence
• Proposed resolution or remedy (if complaint is upheld)
• Information about next steps if you remain dissatisfied

Complex Cases: For particularly complex complaints, we may need additional time. If so, we will contact you to explain the delay and provide a revised timeline.

Step 4: Resolution (Timeline Varies)

If your complaint is upheld, we will work with you to implement the agreed resolution, which may include:

• Remedial work to correct defects or issues
• Full or partial refund
• Compensation for inconvenience or additional costs incurred
• Discount on future services
• Other mutually agreed remedies

We will agree on a timeframe for implementing the resolution and keep you informed of progress.

Step 5: Follow-Up

After the resolution is implemented, we will:

• Contact you to ensure you're satisfied with the outcome
• Request feedback on how we handled your complaint
• Update our internal processes if necessary to prevent similar issues

6. Timeframes Summary

For your convenience, here's a quick reference of our complaint handling timeframes:

Stage	Timeframe
Acknowledgement	Within 2 business days
Investigation	Within 7 business days
Written Response	Within 14 business days
Resolution Implementation	Agreed upon with customer

 

7. If You're Not Satisfied with Our Response

We hope to resolve all complaints to your satisfaction through our internal process. However, if you remain dissatisfied after receiving our final response, you have several options:

7.1 Request a Review

You can request that a different director review your complaint and our handling of it. This provides a fresh perspective and may identify alternative solutions. Contact us to request a review, providing your complaint reference number.

7.2 Mediation

We may suggest independent mediation to help resolve the dispute. Mediation involves a neutral third party who facilitates discussion and helps both parties reach a mutually acceptable solution.

Cost Sharing: Mediation costs are typically shared equally between both parties. This is often faster and less expensive than legal action.

7.3 Alternative Dispute Resolution (ADR)

You may use an Alternative Dispute Resolution service. ADR schemes provide independent, impartial complaint resolution:

• Citizens Advice Consumer Service: Free advice and support for consumers
• Phone: 0808 223 1133
• Website: www.citizensadvice.org.uk/consumer

7.4 Trading Standards

You can report issues to your local Trading Standards office:

• Nottinghamshire Trading Standards: 
• Phone: 0300 500 80 80
• Website: www.nottinghamshire.gov.uk/business-community/trading-standards

7.5 Legal Action

As a last resort, you may choose to pursue legal action through the courts. We recommend seeking independent legal advice before taking this step.

Note: Legal action should be considered only after all other resolution methods have been exhausted, as it can be time-consuming and costly for both parties.

8. Common Types of Complaints and Our Approach

While every complaint is unique, here's how we typically approach common complaint categories:

8.1 Workmanship Quality

Issue: Concerns about the quality of painting, coating, or restoration work

Our Response: We will conduct a site inspection with our technical director, assess the issue against industry standards, and if the complaint is valid, arrange for remedial work at no additional cost.

Warranty Coverage: Most quality issues are covered under our service warranties (see our Terms of Service for specific warranty periods).

8.2 Project Delays

Issue: Project not completed within the agreed timeframe

Our Response: We will investigate the cause of the delay, provide a clear explanation, establish a revised completion date with milestone updates, and consider compensation if the delay was due to our fault and caused you significant inconvenience.

8.3 Communication Issues

Issue: Poor communication, unreturned calls, or lack of updates

Our Response: We will apologize for the communication breakdown, assign a dedicated point of contact, establish a regular update schedule, and review our internal communication processes to prevent recurrence.

8.4 Pricing Disputes

Issue: Disagreement over charges, unexpected costs, or billing errors

Our Response: We will review all project documentation and quotations, provide itemized breakdown of charges with supporting evidence, correct any genuine billing errors immediately, and explain any additional costs with reference to agreed terms and variation orders.

8.5 Property Damage

Issue: Damage to property, fixtures, or belongings during work

Our Response: We will investigate immediately with site visit if necessary, assess whether damage occurred during our work and was caused by our team, arrange repair or replacement through our insurance if we are liable, and process claims promptly and fairly.

8.6 Staff Conduct

Issue: Unprofessional behavior, rudeness, or inappropriate conduct

Our Response: We take staff conduct seriously and will investigate thoroughly with interviews and witness statements, take appropriate disciplinary action if conduct was unacceptable, provide apology and assurance that standards will be maintained, and offer alternative team members for remaining work if appropriate.

9. Learning from Complaints

Every complaint is an opportunity to improve. When we receive complaints, we:

• Record and analyze complaint patterns to identify systemic issues
• Review and update our procedures, training, or quality control processes
• Share lessons learned with all team members
• Monitor complaint trends in quarterly management reviews
• Implement preventive measures to avoid similar complaints

10. Confidentiality and Data Protection

We handle all complaints confidentially and in accordance with data protection regulations:

• Your complaint and personal information will be shared only with those who need to know to investigate and resolve the issue
• We maintain secure records of complaints for quality improvement and legal compliance
• Complaint records are retained for 7 years in accordance with our data retention policy
• We will not use complaint information for marketing purposes

For more information about how we handle your data, please see our Privacy Policy.

11. Special Circumstances

11.1 Urgent Complaints

If your complaint involves an immediate safety concern, urgent damage, or emergency situation, please call us immediately at +44 115 647 8833. We will prioritize urgent matters and respond the same day.

11.2 Vulnerable Customers

We are committed to ensuring accessibility for all customers. If you require support making a complaint due to disability, language barriers, or other circumstances, please let us know. We can provide assistance such as in-person meetings, telephone support, or liaison with advocates or support workers.

11.3 Anonymous Complaints

While we prefer to work directly with customers to resolve complaints, we will investigate anonymous complaints where possible. However, our ability to investigate and provide a response may be limited without contact information.

12. Our Commitment to Fair Treatment

When handling complaints, we commit to:

• Impartiality: Investigating complaints objectively without bias
• Transparency: Clearly explaining our findings and decisions
• Respect: Treating all customers with courtesy and professionalism
• Responsiveness: Responding promptly and keeping you informed
• Continuous Improvement: Using feedback to enhance our services

13. Unreasonable or Vexatious Complaints

While we are committed to addressing all genuine complaints, we reserve the right to decline to investigate or limit our response to complaints that are:

• Vexatious, abusive, or intended to harass
• Repetitive complaints about issues already fully investigated and resolved
• Submitted in bad faith or for malicious purposes
• Unreasonably demanding or require disproportionate resources

If we determine a complaint falls into this category, we will explain our decision in writing and advise of your right to challenge this determination.

14. Contact Information

To make a complaint or for questions about our complaints procedure:

WeSpray Group Nottingham

Address: 5 Cosby Rd, Sneinton, Nottingham NG2 4BW

Phone: +44 115 647 8833

Email: [email protected]

Website: www.painterandecoratornottingham.co.uk

Business Hours: Monday-Friday: 8:00 AM - 6:00 PM, Saturday: 9:00 AM - 4:00 PM

15. Review of This Procedure

We review this Complaints Procedure annually to ensure it remains effective and fair. Updates are made as necessary to reflect changes in legislation, best practices, or customer feedback. The current version is always available on our website.

Our Promise: While we strive for perfection on every project, we recognize that issues can arise. When they do, we are committed to resolving them fairly, promptly, and professionally. Your satisfaction and trust are important to us, and we will work hard to maintain the high standards you expect from WeSpray Group Nottingham.

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