Artisan Electrics
Artisan Electrics

Complaints Policy

How we handle complaints and feedback about our services

Company Information

Artisan Electrics (Cambridge) Ltd

Registered in England and Wales No. 11613523

Registered Address: Nine Hills Road, Cambridge, Cambridgeshire, CB2 1GE, United Kingdom

VAT Registration Number: GB 244681006

NICEIC Approved Contractor Registration Number: 607617000

At Artisan Electrics, we pride ourselves on the way we do business and strive to provide the highest quality electrical services. However, we recognize that occasionally things may not go as planned, and we are committed to resolving any concerns promptly and fairly.

Our Commitment

We treat our customers with respect and aim always to be polite, punctual and respectful. We listen to our customers and explain what we will be doing and why, so there aren't any surprises for you. If you have a complaint, we will handle it with the same level of professionalism.

How to Make a Complaint

If you wish to make a complaint, please contact us using any of the following methods:

Phone: 01223 968001 (Office Hours: Monday - Friday, 8am - 4:30pm)

Email: contact@artisanelectrics.co.uk

Post: Artisan Electrics (Cambridge) Ltd, Nine Hills Road, Cambridge, Cambridgeshire, CB2 1GE

What Information to Include

To help us resolve your complaint quickly, please provide:

  • Your name and contact details
  • Details of the work carried out (date, location, nature of work)
  • A clear description of the problem or concern
  • Any relevant documentation (invoices, quotations, etc.)
  • What outcome you would like to achieve

Our Complaints Process

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 2 working days.

Step 2: Investigation

We will investigate your complaint thoroughly, which may involve speaking with the team members involved and reviewing relevant documentation.

Step 3: Response

We aim to provide a full response within 10 working days. If we need more time, we will contact you to explain why and provide a revised timeframe.

Step 4: Resolution

We will work with you to find a fair and reasonable resolution to your complaint, which may include remedial work, refunds, or other appropriate action.

If You're Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to:

NICEIC (as we are an approved contractor)

Warwick House, Houghton Hall Park

Houghton Regis, Dunstable, Bedfordshire, LU5 5ZX

Phone: 0333 015 6626

Website: www.niceic.com

Learning from Complaints

We view complaints as an opportunity to improve our services. We regularly review complaints to identify any patterns or areas where we can enhance our processes, training, or service delivery.

Data Protection

Any personal information provided in connection with a complaint will be handled in accordance with our Privacy Policy and applicable data protection laws.

Last updated: 12/8/2025