Complaints Procedure

We would rather hear about a problem than not. Tell us and we will try to put it right.

Email hello@hulubre.com, or write to Hulubre Ltd, 56 Nelson Road, Uxbridge, UB10 0PU. Please give us your name, the installation address, the date of the work, and what has gone wrong. Photos help if the problem is something you can see.

We will acknowledge your complaint within 3 working days and tell you who is handling it.

We will give you a full written response within 14 days. If the problem needs an engineer to visit before we can answer properly, we will tell you that within the same 14 days, arrange the visit, and give you our full response within 7 days of that visit.

If we need longer than that, we will tell you why and give you a date.

Ask for it to be reviewed by the director. Reply to our response saying you want it escalated. The director will look at it again and write to you within 14 days. That is our final response.

Nothing in this procedure affects your legal rights. Under the Consumer Rights Act 2015 the work we carry out must be done with reasonable care and skill, and the equipment we supply must be of satisfactory quality, fit for purpose and as described. If it is not, you may be entitled to a repair, a replacement or a price reduction.

If we cannot settle your complaint, we will write and tell you so. At that point we will also tell you about alternative dispute resolution, including the details of a body that could consider your complaint and whether we intend to use them.

You can also take the matter to court. If you paid any part by credit card and the price was over £100, you may have a claim against your card provider under section 75 of the Consumer Credit Act 1974.

Hulubre Ltd, registered in England and Wales, company number 13347884. Registered office 56 Nelson Road, Uxbridge, UB10 0PU.