If something goes wrong
This is a one-person consultancy, so a complaint comes straight to the person who did the work. That is the fastest way to get it fixed, and it means there is nobody to hide behind.
Tell us
Message us on your project if you have one — it keeps everything in one place with the photographs and the plan. Otherwise use the contact form or email admin@smarty-pads.com.
Say what happened, what you expected instead, and what would put it right. The last one matters most and is the one people most often leave out.
What happens next
- You get an acknowledgement that it has been read, not an automated receipt.
- You get an answer in writing — what happened, whether we agree, and what we are going to do.
- If work needs redoing, it gets redone. If money needs returning, it is returned.
- If you are not satisfied with the answer, say so and it will be looked at again from the beginning.
If we still cannot agree
You are entitled to take it further, and nothing here removes any right you have under the Consumer Rights Act 2015.
For a complaint about how your personal information has been handled, the Information Commissioner’s Office at ico.org.uk. For anything else, Citizens Advice can tell you what your options are.
Complaints are handled by Zotix Collective Limited, trading as SmartyPads.