Last updated: January 2026
We're committed to providing excellent service, but we know things can sometimes go wrong. If you're not happy with any aspect of our service, we want to hear about it so we can put things right.
Our commitment
When you make a complaint, we promise to:
- Take your complaint seriously
- Investigate thoroughly and fairly
- Keep you informed throughout the process
- Resolve issues as quickly as possible
- Learn from complaints to improve our service
How to make a complaint
Step 1: Contact us directly
The quickest way to resolve most issues is to speak with us directly. Please contact us with details of your complaint:
Phone: 0800 246 5347
Email: info@oneflowdrainage.co.uk
Post: OneFlow Drainage Limited, 18 High Howe Close, Bournemouth, England, BH11 8NW
When contacting us, please provide:
- Your name and contact details
- Your address (where work was carried out)
- Date of the work or incident
- Details of what happened and why you're unhappy
- What you'd like us to do to resolve the issue
- Any relevant reference numbers or documentation
What happens next
Acknowledgement
We'll acknowledge your complaint within 2 working days of receiving it. If you've complained by phone, we may be able to resolve your issue immediately.
Investigation
We'll investigate your complaint thoroughly. This may involve:
- Reviewing records of the work carried out
- Speaking with the engineer(s) involved
- Visiting your property to inspect the work (if necessary)
- Reviewing any photos, videos, or other evidence you provide
Response
We aim to respond to complaints within 10 working days. If your complaint is complex and requires more time, we'll let you know and keep you updated on progress.
Our response will include:
- A summary of your complaint
- What we found during our investigation
- Our decision and the reasons for it
- Any actions we'll take to resolve the issue
- Information about what to do if you're still not satisfied
Possible outcomes
Depending on what we find, we may:
- Apologise and explain what went wrong
- Return to complete or redo work at no extra cost
- Offer a partial or full refund
- Offer compensation where appropriate
- Explain why we believe our service was acceptable
If you're still not satisfied
Internal review
If you're not happy with our initial response, you can ask for your complaint to be reviewed by a senior manager. Please request this within 14 days of receiving our response.
We'll review your complaint again and respond within 10 working days.
External options
If you've been through our complaints process and remain dissatisfied, you may have other options:
Trading Standards: You can report concerns about business practices to your local Trading Standards office through Citizens Advice: citizensadvice.org.uk
Alternative Dispute Resolution (ADR): For unresolved disputes, you may be able to use an ADR scheme. We can provide details of approved ADR providers on request.
Small Claims Court: For disputes involving money, you may be able to take action through the small claims court. Information is available at gov.uk/make-court-claim-for-money
Complaints about data protection
If your complaint relates to how we've handled your personal information, please see our Privacy Policy for information about your rights and how to complain to the Information Commissioner's Office (ICO).
Guarantee claims
If you believe work we've carried out is defective and covered by our guarantee, please contact us using the details above. We'll arrange for an engineer to inspect the work and, if the issue is covered, carry out repairs at no additional cost.
Please note:
- Our guarantees cover workmanship and materials we've supplied
- Guarantees don't cover blockages caused by items flushed after our work (we can't control what goes down your drains)
- Keep your receipt and any guarantee documentation safe
Insurance policy complaints
If your complaint relates to a drain insurance policy, please contact us in the first instance:
Claims line: 0800 246 5347
Email: info@oneflowdrainage.co.uk
If you remain dissatisfied after we've responded, you may be able to refer your complaint to the Financial Ombudsman Service (if applicable to your policy type).
Our complaints record
We monitor all complaints to identify patterns and opportunities to improve. Common issues are reviewed regularly, and we make changes to prevent problems recurring.
Contact us
If you have any questions about our complaints procedure, please get in touch:
Phone: 0800 246 5347
Email: info@oneflowdrainage.co.uk
Address: OneFlow Drainage Limited, 18 High Howe Close, Bournemouth, England, BH11 8NW
