Complaints Procedure

Our aim is for every customer to be delighted with their finished project. If something has not met your expectations, please tell us as soon as possible so we can put it right. The vast majority of issues are resolved quickly with a simple conversation.

Step 1: Get in Touch

Raise your concern with us in the first instance by email at info@colourhaus.co.uk or by phone on 07973 106 612. Putting your complaint in writing helps us understand the full picture, so please include:

• Your name, address and project date.
• A clear description of the issue.
• Photographs where relevant.

Where your complaint relates to an alleged defect in our work, please report it in writing within seven (7) days of discovery, in line with our Terms & Conditions.

Step 2: Acknowledgement

We will acknowledge your complaint within 2 business days of receiving it and let you know who is handling it.

Step 3: Investigation and Inspection

We will review the details and, where appropriate, arrange to inspect the work in person. Please allow us a reasonable opportunity to inspect before instructing any third party, as third-party remedial work carried out without our prior written consent may affect how we can resolve the matter.

Step 4: Resolution

We aim to provide a full response and a proposed resolution within 14 days. Where a defect is found to be due to our workmanship and is covered by our guarantee, we will rectify it at no charge. If we need longer to investigate, we will keep you informed of progress and expected timescales.

Step 5: If You Are Still Not Satisfied

If you are not satisfied with our response, you may ask for the matter to be reviewed by a director of the company. If you are a consumer, you also retain your statutory rights under the Consumer Rights Act 2015, and you are free to seek independent advice, for example from Citizens Advice.