- Southern Drains and Water
- Phone: 08007 747 391
- Plumbing & Drainage Protection Plan Provider
Refund & Complaints Policy
For Internal & External Drainage Systems Within Your Home’s Boundary
Refund and Complaints Policy : Southern Drains and Water LTD
1. Introduction
At Southern Drains and Water LTD, we aim to provide a reliable and professional service. If you are dissatisfied with our service, or if you need to request a refund, this policy explains how we handle such matters.
2. Refund Policy
2.1 Subscriptions and Annual Payments
* Cooling-off period: Customers may cancel their subscription or annual plan within 28 days of the agreement being set up and receive a full refund, provided no services have been delivered.
* After the 28-day period, subscriptions and annual plans are non-refundable, and the contract remains binding for the full 12-month term.
2.2 Service Charges
* If services have not been carried out to a reasonable standard, customers may be entitled to a partial refund, credit, or re-performance of the service.
* Refunds will not be issued where services were delivered correctly but outcomes were affected by conditions beyond our control (e.g., blocked access, customer negligence, or pre-existing damage).
2.3 Refund Processing
* Approved refunds will be processed within 14 business days via the original payment method.
3. Complaints Policy
3.1 How to Make a Complaint
If you are unhappy with our services, please contact us as soon as possible by:
* Email: info@southerndrainsandwater co.uk
* Phone: 0800 774 7391
* Writing to: 16 Hoe Lane, Abridge, Romford. RM4 1AX
Please include your name, contact details, and a clear description of your complaint.
3.2 How We Handle Complaints
* We will acknowledge your complaint within 5 business days.
* We aim to investigate and respond in full within 14 business days.
* If more time is required, we will keep you informed of progress and expected resolution timescales.
3.3 Escalation
If you are not satisfied with our response, you may request that the matter is escalated to a senior manager for further review.
3.4 External Resolution
If, after escalation, you remain dissatisfied, you may seek independent advice or resolution through:
* Citizens Advice (www.citizensadvice.org.uk)
* Alternative Dispute Resolution (ADR) schemes, if applicable.
* Legal proceedings, as a last resort.
4. Contact Us
For any refund requests or complaints, please contact:
Southern Drains and Water LTD
Email: info@southerndrainsandwater co.uk
Phone: 0800 774 7391
Address: 16 Hoe Lane, Abridge, Romford. RM4 1AX
At Southern Drains and Water LTD, we aim to provide a reliable and professional service. If you are dissatisfied with our service, or if you need to request a refund, this policy explains how we handle such matters.
2. Refund Policy
2.1 Subscriptions and Annual Payments
* Cooling-off period: Customers may cancel their subscription or annual plan within 28 days of the agreement being set up and receive a full refund, provided no services have been delivered.
* After the 28-day period, subscriptions and annual plans are non-refundable, and the contract remains binding for the full 12-month term.
2.2 Service Charges
* If services have not been carried out to a reasonable standard, customers may be entitled to a partial refund, credit, or re-performance of the service.
* Refunds will not be issued where services were delivered correctly but outcomes were affected by conditions beyond our control (e.g., blocked access, customer negligence, or pre-existing damage).
2.3 Refund Processing
* Approved refunds will be processed within 14 business days via the original payment method.
3. Complaints Policy
3.1 How to Make a Complaint
If you are unhappy with our services, please contact us as soon as possible by:
* Email: info@southerndrainsandwater co.uk
* Phone: 0800 774 7391
* Writing to: 16 Hoe Lane, Abridge, Romford. RM4 1AX
Please include your name, contact details, and a clear description of your complaint.
3.2 How We Handle Complaints
* We will acknowledge your complaint within 5 business days.
* We aim to investigate and respond in full within 14 business days.
* If more time is required, we will keep you informed of progress and expected resolution timescales.
3.3 Escalation
If you are not satisfied with our response, you may request that the matter is escalated to a senior manager for further review.
3.4 External Resolution
If, after escalation, you remain dissatisfied, you may seek independent advice or resolution through:
* Citizens Advice (www.citizensadvice.org.uk)
* Alternative Dispute Resolution (ADR) schemes, if applicable.
* Legal proceedings, as a last resort.
4. Contact Us
For any refund requests or complaints, please contact:
Southern Drains and Water LTD
Email: info@southerndrainsandwater co.uk
Phone: 0800 774 7391
Address: 16 Hoe Lane, Abridge, Romford. RM4 1AX