At Floor Sanding Enterprise, we are committed to delivering high-quality service and customer satisfaction. However, we understand that issues can occasionally arise. If you are not fully satisfied with any aspect of our work, we want to hear from you so we can address your concerns promptly and fairly.
1. How to Make a Complaint
If you have a complaint about our service or workmanship, please contact us in writing using one of the following methods:
Email: [email protected]
Post: Floor Sanding Enterprise,
Knightrider House, Knightrider Street,
Maidstone, ME15 6LU
Telephone (for general enquiries only):
+44 7355 600808
Please include the following information:
- Your name and contact details
- The property address where the work was carried out
- A brief description of the issue
- Any relevant photos, documents, or supporting information
- Your preferred resolution or outcome.
2. What Happens Next
Once we receive your complaint, we will acknowledge your complaint in writing within 2 working days.
We aim to fully investigate and respond within 7 working days. If the matter is complex or requires more time, we will keep you updated on progress.
If we determine that the issue relates to workmanship and falls within our 6-month workmanship guarantee, we will arrange a follow-up inspection and take appropriate corrective action at no additional cost.
If the issue is found to result from factors outside of our control (such as natural wood movement, misuse, external damage, or failure to follow aftercare advice), we will explain this clearly and advise on next steps or possible solutions.
3. Further Resolution
In the rare event we’re unable to reach a mutual resolution:
- You may seek independent advice from a recognised consumer support service such as Citizens Advice or Trading Standards.
- We are committed to cooperating fully with any official third-party mediation or dispute resolution processes if required.
We appreciate your business and your feedback, and we treat every complaint as an opportunity to improve the service we offer.