Complaints Procedure

If something has gone wrong with our work or our service, we want to hear about it and put it right.

Last updated: 16 September 2026

How to raise a complaint

You can contact us in whichever way suits you:

It helps us to deal with your complaint quickly if you include your name and address, your quote or invoice number if you have one, what went wrong, and what you would like us to do about it.

What happens next

  • Acknowledgement — we will confirm we have received your complaint within 2 working days.
  • Investigation — we will look into what happened. Where it helps, we may ask for photos or arrange to visit.
  • Our response — we will give you a full written response within 10 working days. If we need longer, we will write to you before then to explain why and when you can expect our answer.

If you are not satisfied

If you are unhappy with our response, tell us and ask for your complaint to be reviewed by the company director. The director will review everything afresh and send you our final written response.

Your legal rights

Nothing in this procedure affects your legal rights. If you are a consumer, you have rights under the Consumer Rights Act 2015, including the right to have a service carried out with reasonable care and skill.

Who we are

Arctic AC Ltd, registered in England and Wales, company number 16654212. Registered office: 45 Bradwell Drive, Heald Green, Cheadle, SK8 3BX.