All repairs carried out by DLR Appliance Services are guaranteed for 3 months for the call out and 1 year for the parts.
This guarantee does not cover any subsequent unrelated breakdown/faults to the appliance. It also becomes invalid if the appliance has been repaired, serviced or spare parts installed or purchased by/from anyone other than DLR Appliance Services. We reserve the right to enforce a charge of £10 + VAT per email if the thread becomes unnecessarily long and the matter in hand has been satisfied to the extent that we are repeating an answer to a query. We operate a 48 hour cancellation policy for chargeable work, if you cancel at least 48 hours prior to your appointment date you will not be charged. Cancellations made less than 48 hours prior to appointment will incur a charge equivalent to call out fee - £35 + VAT. We have a ZERO TOLERENCE policy towards abusive language, or threatening language or behaviour in emails or face to face or text or email. We have a duty to protect both our customers and our staff. Any behaviour which is unreasonable will result in blocking of email / phone numbers and/ or escalation towards a professional body.
How to contact us or complain
At first instance please call us and we’ll always try to resolve your complaints as quickly as possible. Failing this we would like everything in writing so please email us at [email protected] or write to us at DLR Appliance Services 41 Ragstone Road, Bearsted Maidstone Kent ME15 8PB.
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 0117 456 6031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/
Data Protection Act 2018
We comply with the Data Protection Act in all our dealings with your personal data.