Our promise
If you are unhappy with the standard of your service, tell us promptly and provide reasonable details or photographs. We will review the issue and, where appropriate, arrange for the affected work to be put right at no additional charge.
This voluntary guarantee is additional to your statutory consumer rights.
1. How to raise a concern
Contact osbornehomeservicesuk@gmail.com or [TELEPHONE NUMBER] and provide:
- your name, service address and booking date;
- a clear description of the concern;
- which part of the agreed service was affected; and
- photographs or other reasonable evidence where available.
Please report visible service-quality concerns within 24 hours of completion where reasonably possible. Damage, safety incidents, suspected theft or urgent problems should be reported immediately.
Reporting later does not automatically remove a statutory right. However, delay may make it harder to establish what happened or offer an effective remedy.
2. What happens next
We aim to:
- acknowledge the complaint within two working days;
- review the booking, agreed scope and available evidence;
- speak with the assigned contractor where relevant; and
- propose a fair resolution as soon as reasonably possible.
We may request further photographs or arrange an inspection. We will handle personal information in accordance with our Privacy Policy.
3. Putting work right
Where booked work was omitted or was not completed with reasonable care and skill, our usual first remedy is to arrange repeat performance at no additional charge.
You must give us reasonable access and an opportunity to put the affected work right. We may use the original contractor or another suitable contractor depending on the circumstances.
Repeat performance covers only the affected work within the original booking. It does not include new tasks, later deterioration or additional areas.
4. Refunds or price reductions
We may offer an appropriate price reduction or refund where:
- repeat performance is impossible;
- it cannot be completed within a reasonable time and without significant inconvenience;
- a repeat visit has not reasonably resolved the original issue; or
- another remedy is required by law.
Any reduction will reflect the affected part of the service. A full refund is not automatic where most of the agreed service was supplied correctly.
5. What the voluntary guarantee does not cover
The voluntary guarantee does not cover:
- tasks or areas outside the confirmed booking;
- results that could not reasonably be achieved and were explained beforehand;
- normal wear, weather, regrowth, resoiling or deterioration after completion;
- hidden or pre-existing defects, staining, corrosion, instability or damage;
- unsuitable materials, surfaces, fixtures or customer-provided products;
- an issue caused by inaccurate or withheld information;
- interference or alteration by another person after completion; or
- failure to provide safe access or required utilities.
These exclusions do not remove rights that cannot lawfully be excluded.
6. Damage and incidents
Do not arrange a repair or discard an allegedly damaged item before giving us a reasonable opportunity to inspect it, except where urgent action is needed to prevent injury or further loss.
We may ask for photographs, proof of ownership, age, condition, repair estimates and purchase information. Any settlement will take account of reasonable repair, age and condition rather than automatically providing a brand-new replacement.
7. Escalating a complaint
If you disagree with the initial outcome, reply explaining why and identify any evidence that has not been considered. A person not responsible for the original decision will review it where practicable.
You may also seek independent advice from Citizens Advice or exercise any legal remedy available to you. Nothing in this policy requires you to surrender a statutory right.