Videtta

Complaints Procedure

Last updated 10 August 2026 Draft — pending review, not yet in force

We want every customer to be happy with our work. If something has gone wrong, please tell us — we take complaints seriously and would always rather put things right than leave you unhappy. This page explains how to complain and what happens next.

How to raise a complaint

Please get in touch as soon as you can, with your name, address, a contact number, and a description of the problem (and any job or reference details you have):

  • Phone: 07821 301287
  • Email: jordan@videtta.co.uk
  • In writing: J V Plumbing & Heating Limited, Clarence House, 35 Clarence Street, Market Harborough, Leicestershire, LE16 7NE

Complaints are handled by Jordan Videtta.

What happens next

  1. We acknowledge your complaint. We aim to acknowledge it within 5 working days of receiving it.
  2. We look into it. We will investigate fairly, speak to the engineer(s) involved, and gather the facts.
  3. We respond. We aim to give you a full response, and to agree how to put things right where appropriate, within a reasonable time. If we need longer, we will tell you why and keep you updated.

We will keep you informed throughout and treat you fairly and courteously.

If you are still not satisfied — work carried out

If we cannot resolve your complaint between us, you may be able to refer it to an independent alternative dispute resolution (ADR) service. As a Which? Trusted Trader, we support the independent dispute resolution available through that accreditation, and we will tell you how to access it if that stage is reached.

If your complaint is about finance

J V Plumbing & Heating Limited is an Introducer Appointed Representative of TradeHelp Ltd (FRN 697812) for credit-broking introductions only, and does not receive a fee for the introduction. TradeHelp Ltd are authorised and regulated by the Financial Conduct Authority. Where a complaint concerns a regulated finance matter rather than our own work, it is a matter for the authorised firm, and eligible complainants can ultimately refer it to the Financial Ombudsman Service: financial-ombudsman.org.uk, telephone 0800 023 4567. The full regulated finance details appear at the foot of every page.

Your statutory rights

This complaints procedure does not affect your statutory rights as a consumer.

Changes

We may update this procedure from time to time; the date at the top shows when it was last updated.