Complaints

If something has gone wrong with a service arranged through Promacel, we want to know so we can look into it and put it right where we can.

How to raise a concern

Email complaints@promacel.co.uk, or get in touch through our Contact page. To help us look into it properly, please include:

• What the concern relates to, and the property or job reference if you have one
• What happened, and when
• The outcome you are looking for

What happens next

We will acknowledge your concern, review what happened, and come back to you to explain what we have found and what we propose to do. Where a subcontractor carried out the work, Promacel remains your point of contact throughout, so you do not need to approach them directly.

We aim to respond promptly. If a concern needs longer to look into, we will tell you that and keep you updated rather than leave you waiting.

If your concern is about how Promacel has handled your personal information, that is covered separately in our Privacy Notice.