Complaints Policy

At Bugwise Pest Control, we are committed to providing a professional, reliable and fair service. We always aim to carry out our work to a high standard, but we understand that, on rare occasions, a customer may not be completely satisfied.

If you are unhappy with any part of our work, please let us know as soon as possible so we can investigate the matter properly and put things right where appropriate.

Please inspect the work

After the completion of any treatment, proofing work, installation, service, repair or maintenance visit, please inspect the work as soon as reasonably possible. This helps ensure that everything has been carried out in line with the agreed service, quotation or contract terms.

If you have any concerns, please contact us straight away by phone, email or in writing. If you write to us by post, we recommend obtaining proof of posting.

How to make a complaint

You can contact us by phone, email or in writing.

Please provide:

• Your name and contact details
• Your property address
• The date of the visit or service
• Details of the pest issue or work carried out
• Full details of your complaint
• Any relevant photos, videos, messages or documents

What happens next

1. Acknowledgement

We aim to acknowledge complaints within 5 working days of receipt.

2. Investigation

We will review the matter carefully. This may include checking job records, technician notes, reports, treatment details, photographs, videos, quotation documents, customer communications and any other relevant information.

3. Site visit or remedial action

Where appropriate, we may arrange a convenient date to revisit the property, inspect the concern and/or carry out reasonable remedial action.

Where a visit or remedy is required, we aim to arrange this within 28 days where reasonably possible.

4. Response

We aim to provide a full response within 10 working days where possible. If the matter requires more time to investigate, we will let you know.

5. Resolution

Depending on the circumstances, we may offer one or more of the following:

• An explanation of the work carried out
• Further advice or recommendations
• A follow-up visit
• Reasonable remedial action
• Another suitable solution based on the circumstances

Each complaint will be assessed fairly and individually.

Further review

If you are not satisfied with our response, you may request that the complaint is reviewed again by a senior member of the business.

Alternative Dispute Resolution

In the unlikely event that we are unable to resolve your complaint after our complaints procedure has been exhausted, and both parties agree that a final resolution cannot be reached, this may be treated as a deadlock situation.

As part of our Which? Trusted Traders endorsement, Bugwise Pest Control has access to an Alternative Dispute Resolution service for eligible domestic installation, service, repair and maintenance contracts.

If you choose to, you can contact Which? Trusted Traders to ask whether your complaint is eligible for Alternative Dispute Resolution.

Which? Trusted Traders ADR contact number: 02922 670 040

Contact details

We take all complaints seriously and aim to resolve them promptly, fairly and professionally.