Complaints Policy

We want concerns raised early, including while work is in progress, so they can be addressed safely and fairly.

How to complain

Speak to the service provider during the visit where appropriate, or email info@sae-services.co.uk with your booking reference, what happened, the outcome sought and any supporting information.

Our response

We aim to acknowledge complaints promptly, including during an active service where practicable, and provide a substantive response as soon as reasonably possible. Complex matters may require further investigation. We will keep you informed where a full response cannot be provided promptly.

Fair handling

We will consider relevant records, correspondence and evidence. Raising a genuine complaint will not result in unfair treatment. Abusive, threatening or knowingly false communications may be restricted or reported.