Complaints & Compliments
Last updated: February 2026
1. Our Commitment
9CH Ltd is committed to providing high-quality handyman services. We value feedback from our customers, whether positive or negative, as it helps us maintain and improve our standards. This procedure explains how we handle both complaints and compliments.
2. What is a Complaint?
A complaint is any expression of dissatisfaction with our service, workmanship, conduct, or any other aspect of our business. We take all complaints seriously and aim to resolve them fairly and promptly.
3. How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us as soon as possible:
Email: rick-the-handyman@proton.me
Phone: 07909 912 038
Post: 9CH Ltd, 15 Gainsborough St, Sudbury, CO10 2EU
When making a complaint, please provide:
- Your name and contact details
- Details of the work carried out (date, location, invoice number if available)
- A clear description of your complaint
- What you would like us to do to resolve the matter
4. Our Complaints Procedure
Stage 1: Initial Response (within 2 working days)
We will acknowledge receipt of your complaint within 2 working days. Where possible, we will attempt to resolve straightforward complaints immediately by phone or email.
Stage 2: Investigation (within 10 working days)
If your complaint cannot be resolved immediately, we will investigate the matter thoroughly. This may include reviewing records, inspecting work, and speaking with relevant parties. We will provide you with a detailed response within 10 working days, explaining our findings and proposed resolution.
Stage 3: Resolution
Depending on the nature of the complaint, resolution may include:
- Remedying defective work at no additional cost
- Providing a partial or full refund
- Offering compensation for genuine inconvenience
- Providing an explanation and apology where appropriate
- Taking action to prevent recurrence
5. If You Remain Dissatisfied
If you are not satisfied with our response, you may:
- Request a review of the decision by contacting us again with your concerns
- Seek independent advice from Citizens Advice or a consumer rights organisation
- Consider alternative dispute resolution or legal action
6. Record Keeping
We maintain a record of all complaints received, including details of the complaint, investigation findings, actions taken, and outcomes. This information is used to identify trends and improve our services.
7. Compliments
We greatly appreciate positive feedback. If you are pleased with our service, we would love to hear from you. Compliments can be sent via:
Email: rick-the-handyman@proton.me
Phone: 07909 912 038
With your permission, we may use your feedback as a testimonial to help other customers understand the quality of our service.
8. Learning from Feedback
Both complaints and compliments provide valuable insights. We regularly review feedback to:
- Identify areas for improvement
- Recognise what we do well
- Update our procedures and training
- Ensure consistent quality of service
9. Confidentiality
All complaints and compliments are handled confidentially in accordance with data protection legislation. Information will only be shared with relevant parties as necessary to investigate and resolve complaints.
10. Contact Information
Company: 9CH Ltd
Director: Rick Keenan
Email: rick-the-handyman@proton.me
Phone: 07909 912 038
Address: 15 Gainsborough St, Sudbury, CO10 2EU