Last updated: May 2026 | Version 3.1

1. Our Commitment to Customer Service

At Mainteniq, we are committed to providing exceptional property maintenance services and customer care. We welcome feedback and take all complaints seriously as an opportunity to improve our services.

Our Service Standards:

Acknowledge complaints within 1 working day
Resolve most complaints within 7 working days
Provide regular updates throughout the process
Offer fair and reasonable resolutions

2. What is a Complaint?

A complaint is an expression of dissatisfaction with our service delivery, staff conduct, or any aspect of our business operations. This includes:

Poor quality workmanship or service delivery
Delays in service provision or communication
Billing or pricing concerns
Staff behaviour or professionalism issues
Health and safety concerns
Environmental or property damage issues
Failure to meet agreed service standards

Not a Complaint:

Routine service requests or enquiries
First-time reports of defects (handled as service calls)
Requests for information or quotes
General feedback or suggestions

3. How to Make a Complaint

3.1 Contact Methods

Primary Contact Methods:

Email: info@mainteniq.co.uk
Phone: +44 (0) 189 55 28 226
Post: Mainteniq Ltd, 3 Monch Street, London, England SW1P 2FA
In Person: Speak to any engineer or office staff

3.2 Information to Include

To help us resolve your complaint quickly, please provide:

Your name and contact details
Property address where service was provided
Date(s) of service or incident
Engineer or staff member names (if known)
Job reference number or invoice number
Clear description of the problem
What outcome you are seeking
Any supporting evidence (photos, documents)

4. Our Complaints Process

Stage 1: Initial Response

Within 1 Working Day:

Complaint acknowledgement with reference number
Explanation of our process and timescales
Assignment to appropriate investigator

Stage 2: Investigation

Within 3–5 Working Days:

Full investigation of the complaint
Interview with relevant staff members
Review of job records and documentation
Site visit if necessary

Stage 3: Resolution

Within 7 Working Days:

Written response with investigation findings
Proposed resolution or remedy
Information about escalation options

5. Escalation Options

5.1 External Escalation

If internal escalation doesn't resolve your concern, you may contact:

Gas Safe Register — For gas safety concerns: 0800 408 5500
Trading Standards — For consumer protection issues
Citizens Advice — For consumer guidance and support
Ombudsman Services — For independent dispute resolution
Small Claims Court — For unresolved financial disputes

6. Contact Information

Complaints Department

Email: info@mainteniq.co.uk

Phone: +44 (0) 189 55 28 226

Hours: Monday–Friday, 8:00 AM – 6:00 PM

Emergency: 24/7 for urgent safety concerns

Complaints Procedure