Our Complaints Procedures

Domestic Complaints Procedure

The team at East Coast Appliances always strives to provide the best possible service. However, we understand that there may be rare occasions when a customer is not entirely satisfied. To address this promptly:

Inspect the work as soon as it is completed to ensure it meets the agreed terms and our high-quality standards.
If you have any concerns, please contact us immediately by phone, email, or in writing. For written correspondence, we recommend obtaining proof of postage.

Business Complaints Procedure

Upon receiving your complaint, we aim to respond within 5 days. If necessary, we will arrange a convenient date to inspect and/or resolve the issue within 28 days.

In the unlikely event that your complaint cannot be resolved through our internal process and a resolution cannot be reached to your satisfaction, you can escalate the matter. If both parties agree that a ‘deadlock’ has been reached, the complaint can then be referred to an external service.

Alternative Dispute Resolution (ADR)

As part of our commitment to customer satisfaction, East Coast Appliances has access to an Alternative Dispute Resolution (ADR) service via our Which? Trusted Traders Endorsement.

If you wish to escalate your complaint to ADR, please contact Which? Trusted Traders on 029 2267 0040. They will provide guidance on your eligibility and the ADR process.

For further details, visit the Which? Trusted Traders website.