complaints procedure.

Complaints Procedure

At Airee Group Ltd, we are committed to providing a high standard of service and workmanship. If you are unhappy with any aspect of our service, we take your concerns seriously and will work with you to resolve them as quickly and fairly as possible.

How to Make a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

  • Email: hello@airee.co.uk

  • Telephone: 07714 203 157

  • Post: Airee Group Ltd, 26 Grove Road, Windsor, SL4 5BX

To help us investigate your complaint efficiently, please include:

  • Your full name and property address

  • Your project reference or invoice number (if available)

  • A clear description of the issue

  • Any relevant photographs or supporting information

Our Complaints Process

Acknowledgement

We will acknowledge receipt of your complaint within 2 working days.

Investigation

Your complaint will be reviewed by a senior member of our team. We may:

  • Review installation records and job files

  • Speak with our engineers or subcontractors

  • Arrange a site visit if required

  • Review manufacturer guidance and warranties

Response

We aim to provide a full written response within 10 working days.
If the issue is complex and requires more time, we will keep you informed and provide a revised timescale.

Resolution

Where appropriate, we may offer one or more of the following:

  • Rectification or remedial works

  • Replacement of faulty equipment

  • Partial or full refund

  • Clarification of contractual position

  • An apology and service improvement actions

All outcomes will be confirmed in writing.

Escalation

If you are not satisfied with our initial response, you may request that your complaint is escalated to a senior director for further review. We will provide our final position within 5 working days of escalation.

Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the matter to an independent Alternative Dispute Resolution (ADR) scheme, in line with MCS and consumer code requirements.

Details of the relevant ADR provider will be supplied upon request or if a deadlock is reached.

Record Keeping & Data Protection

All complaints are logged and stored securely in Airee’s cloud-based document management system. Access is restricted to authorised personnel only. Complaints records are retained in line with our data retention policy.