Telephone
Call 0333 305 4484. If the matter cannot be resolved during the call, we will record it as a formal complaint.
Fair, respectful and transparent
Complaints procedure
We want every EverSafe customer to receive excellent workmanship, clear communication and considerate service. If something has gone wrong, tell us and we will investigate it fairly.
How to make a complaint
You can complain by telephone, email or post. A family member, carer, advocate or other representative may complain for you with your permission. Complaining will not affect the standard of service or respect you receive.
Email info@eversafebathrooms.co.uk with “Complaint” and your name or project reference in the subject line.
Post
Write to: Complaints, EverSafe Bathrooms, 123 Saltergate, Chesterfield, S40 1NH.
Urgent safety concerns
If you believe installed equipment, electrical work, plumbing or the property presents an immediate danger, stop using the affected item where safe to do so and contact us promptly. In an emergency involving immediate risk to life or property, contact the appropriate emergency service first.
Information that helps us investigate
Please include, if available
- Your full name and contact details
- Installation address and project or quotation reference
- What happened and when
- Who you have already spoken to
- The outcome you would like us to consider
Supporting information
- Relevant photographs or video
- Copies of emails, quotations or invoices
- Dates when access is possible for inspection
- Any accessibility or communication needs
- Whether someone is authorised to act for you
You do not have to provide every item before complaining. We will help identify what is reasonably needed and will avoid asking for irrelevant personal information.
Our four-stage process
1
Record
We record the concern, confirm the main issues and check whether urgent action is needed.
2
Acknowledge
We aim to acknowledge a formal complaint within five working days and provide a named contact where possible.
3
Investigate
We review records, speak with relevant staff or contractors and may arrange a reasonable inspection.
4
Respond
We explain our findings, any proposed action and how to request a review if you remain dissatisfied.
Within 5 working daysAcknowledgement, summary of the complaint and any immediate safety steps.
Within 20 working daysWe aim to provide a substantive response. Straightforward matters may be resolved sooner.
If more time is neededWe will explain why, provide an update and give a revised target date. Complex technical matters, supplier evidence or access arrangements can take longer.
After the responseYou may request an internal review if you believe material information was missed or the proposed outcome is unreasonable.
How we may put things right
The appropriate remedy depends on the facts, the contract and your statutory rights. We will not use this procedure to reduce rights given by consumer law.
Explanation or apology
We may clarify what happened, correct inaccurate information and apologise where our service fell short.
Inspection or remedial work
Where appropriate, we may inspect, repair, repeat work, replace an item or agree another practical solution.
Financial remedy
Depending on the circumstances and legal entitlement, an outcome may include a refund, price reduction or reimbursement of an agreed reasonable cost.
Evidence and access
Customers should take reasonable steps to prevent avoidable further damage and, where appropriate, give us a reasonable opportunity to inspect and remedy work. This does not require anyone to tolerate an unsafe condition or surrender a legal right.
If you remain dissatisfied
Internal review
Ask for an internal review, explaining what you believe was overlooked or why the proposed resolution is unsuitable. Wherever practicable, the review will be handled by someone who was not responsible for the original decision. We will provide our final position in writing.
Independent consumer advice
You can contact the Citizens Advice consumer service for independent guidance. It can provide advice and pass appropriate information to Trading Standards.
GOV.UK consumer protection guidance
Consumer helpline: 0808 223 1133
Alternative dispute resolution
If a consumer dispute remains unresolved after our internal procedure, applicable law may require us to give you the name and website of an approved alternative dispute resolution body and state whether we are obliged or willing to use it. We will provide that information with our final response where required. We will not claim membership of a scheme unless it applies to the relevant contract.
Finance-related complaints
If your concern relates to a separate regulated credit agreement, tell both us and the finance provider identified in your agreement. The provider’s complaints procedure and regulatory deadlines may apply. Eligible unresolved complaints may be referred to the Financial Ombudsman Service, normally within the deadline stated in the provider’s final response. This is separate from complaints about EverSafe’s installation work.
Accessibility, privacy and fair treatment
Reasonable adjustments
We can accept a complaint by telephone, provide information in plain text or larger print, allow extra communication time and consider other reasonable adjustments.
Confidentiality
Complaint information is shared only where reasonably necessary to investigate, respond, meet legal duties or protect safety. See our Privacy Policy.
No disadvantage
Customers will not be treated adversely because they complained in good faith. Abusive, threatening or discriminatory conduct is not acceptable from anyone involved.
We record complaints to monitor recurring issues, improve training and strengthen our products, installation standards and customer communication.
Contact our complaints team
We will listen, establish the facts and explain what happens next. If you need someone to communicate for you, tell us their name and how you authorise them to act.
This procedure was updated on 30 August 2026 and will be reviewed when our services, legal duties or complaint arrangements materially change.
EverSafe Bathrooms
Telephone
0333 305 4484
Email
info@eversafebathrooms.co.uk
Post
Complaints
EverSafe Bathrooms
123 Saltergate
Chesterfield
S40 1NH