Complaints & Customer Care
We aim to complete work carefully and professionally. If something has gone wrong or you are unhappy with any part of our service, please let us know so we can review the matter and try to put things right fairly.
The process is designed to be simple: tell VLV what has happened, include the details that help us review it, and we will explain the next steps as clearly as possible.
Customers should contact VLV first so the issue can be reviewed properly. Complaints will be treated seriously and handled in a fair and reasonable way.
Email: complaints@vlv-electrical.co.uk
We aim to acknowledge complaints within 2 working days and provide a written response within 10 working days where reasonably possible. If the matter is complex, requires a site visit, or depends on third-party information, we will explain the next steps and expected timescale.
In many cases, the fairest way to resolve a workmanship or installation concern is for us to inspect the issue first. Unless there is an urgent safety risk, please give VLV Electrical Ltd a reasonable opportunity to inspect and respond before instructing another contractor to alter or remove the work.
If there is an immediate safety concern, stop using the affected equipment if safe to do so and contact us urgently. If there is danger to life or property, contact the relevant emergency service.
NAPIT, TrustMark and any ombudsman route may only be able to consider matters within their remit. Escalation routes do not replace the customer's legal rights.
VLV Electrical Ltd will cooperate with applicable scheme-provider processes where required. Nothing on this page implies that NAPIT or TrustMark guarantees every outcome.
Please raise the complaint with VLV Electrical Ltd first:
If the complaint cannot be resolved directly, and where the matter falls within the relevant scheme remit, the customer may be able to escalate the matter to VLV Electrical Ltd's scheme provider, NAPIT.
For TrustMark-related work, if the complaint remains unresolved after the customer has raised it with VLV Electrical Ltd and escalated it to the Scheme Provider, the customer may be able to proceed through the TrustMark complaints process and, where eligible, the Dispute Resolution Ombudsman route.