1. Contact us
Please contact us by Email, WhatsApp or Mobile with your name, job or invoice reference, service address, what happened and the outcome you would like. Relevant images or a short timeline can help. You do not need legal wording or a completed template to complain.
If you prefer writing, send your complaint to Hine Plumbing, 119 Skylark Way, Shinfield, Wokingham, RG2 9AD. If someone is helping you, let us know that they are authorised to discuss the complaint. Please avoid including unrelated personal details or full payment-card information.
2. We acknowledge and investigate
We aim to acknowledge complaints within two working days and give a substantive response within 14 calendar days. If we need longer, we explain why, what information is outstanding and when you should expect the next update. These are service targets, not a restriction on your rights.
We review the agreed scope, correspondence, job notes, payment records and relevant images. We may ask for clarification or arrange an inspection with you. The response should explain the findings and any proposed action, rather than just close the case without an explanation.
3. Putting things right
The remedy depends on the issue and your legal rights. It could include correcting a record or invoice, arranging remedial work, repeating a service, replacing a supplied faulty part or providing an appropriate refund or price reduction. We explain what is proposed and the timescale.
Where repeat performance is legally required, it must be provided without extra cost, within a reasonable time and without significant inconvenience. If it is impossible or cannot be provided on that basis, an appropriate price reduction may be due. Our guarantee does not replace these rights.
A payment dispute and a workmanship concern may need different checks. We explain which part of the account is being considered and why. You are not required to give up statutory rights, remove an honest review or accept marketing to have a complaint considered.
4. If you remain unhappy
Ask for the complaint to be reviewed by Lee Hine, explaining which findings or proposed remedy you disagree with and any new evidence. We aim to give a clear final position, including the reasons and next steps.
Where a complaint remains unresolved, we will provide information about an appropriate alternative dispute resolution body and whether we are obliged or willing to participate, as required by applicable law. This page does not claim membership of a trade scheme or automatic access to an ombudsman.
You can seek independent help from the Citizens Advice consumer service. You retain access to legal remedies and the courts. For personal-data concerns you can contact the Information Commissioner’s Office.
Urgent safety concerns
If the issue involves an immediate risk, deal with safety first. We do not provide an emergency response service, and our normal complaint timescales are not suitable for an active emergency. Arrange appropriate urgent help where needed.
Once safe, tell us what happened and keep relevant records of any necessary action or costs. Do not put yourself at risk collecting evidence. We will consider the circumstances and legal responsibility; notifying us of urgent action does not automatically mean every cost is accepted or rejected.
How we keep in touch
Tell us whether you prefer Email, WhatsApp or Mobile and whether a practical communication adjustment would help. We can discuss an issue first and record the agreed next step in writing. If we need to visit, we arrange access with you rather than treating the complaint as permission to enter.
Please keep us informed of changed contact details. We may need permission before discussing private job information with a representative. If a deadline matters, include it in your complaint so we can take it into account.
Complaint records
We keep the complaint, relevant evidence, investigation and outcome with the appropriate business records. Access is limited to people who need it to investigate, resolve or advise on the matter. Relevant records may be shared with an insurer, adviser, regulator or dispute-resolution body where justified.
The privacy notice explains retention and information rights. Complaint evidence may need to be retained while a claim remains open. We use the findings to identify mistakes and improve the service; this does not authorise publication of your personal complaint.