Complaints procedure

1. How to complain

This procedure covers work by The Emergency Electricians, Mister Electrics, Fuse Box Fitters and Praetor Fire & Security. Contact us by phone on 07703 295654, by email at info@misterelectrics.co.uk, or in writing to the registered office. Please tell us your name, the address where the work was done, which company carried it out, what went wrong and what you would like us to do.

2. What happens next

We acknowledge every complaint within two working days and name the person handling it. Where the complaint is about workmanship, we will usually arrange for a senior engineer to inspect the work.

3. Timescales

We aim to give you a full written response within ten working days of acknowledging your complaint. If we need longer, for example to arrange access or wait for parts, we will tell you why and when you will hear from us.

4. Putting it right

A fault in our workmanship within the guarantee period is put right without a callout charge. If an insurer, fire officer or council rejects a certificate we issued, we correct the work and the paperwork at no charge.

5. If you are not satisfied

You can ask for your complaint to be reviewed by a director, Hamza Butt or Sohaib Butt, who will reply in writing within ten working days. If you are still not satisfied, and the work was notifiable electrical work, you can contact the competent person scheme it was registered with, named on your building regulations compliance certificate. You can also get free advice from the Citizens Advice consumer helpline on 0808 223 1133.