Complaints Procedure

Every TVI UK installation is backed by our lifetime workmanship guarantee and £1M public liability insurance. If you're not happy with any part of our service, we'll listen, investigate fairly, and do everything reasonable to put it right.

All complaints must be submitted using the contact form on our website. This makes sure your complaint is logged correctly and reaches the right person straight away.

To help us investigate quickly, please include:

• Your full name
• Phone number and email address
• Job address or postcode
• Date of the installation (or approximate date)
• A clear description of the issue
• Photos of the problem, where possible

1. Acknowledge — we confirm we've received your complaint within 48 hours.
2. Investigate — we review the job notes, photos and any details you've provided, and speak to the engineer who attended.
3. Resolve — we'll propose a fair resolution. This may include a return visit, a repair, or another agreed remedy.
4. Follow up — once resolved, we'll check back in to make sure you're happy with the outcome.

If you feel your complaint hasn't been handled fairly, you can ask for it to be escalated to the business owner for a final review. Just reply to our response and request escalation, and we'll arrange a direct call to discuss it.