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Complaints Policy

Complaints Policy


We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service.

How you can make a complaint

You can complain by sending an email to us at, or you can send a written complaint by post to Essex and Suffolk Pest Solutions, Willow End, Lower Holbrook, Ipswich, Suffolk IP9 2RL. Alternatively you can telephone us on 01473 328092 but please be aware we may, where appropriate, ask you to provide further details in writing.

How we handle complaints

We will acknowledge a complaint within 3 working days & will keep you informed about the progress of the investigation, as appropriate. We aim to have all complaints completed within 28 working days unless we agree a different time scale with you.

Time limits

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

 If you are still dissatisfied at this stage

If you are still dissatisfied, you can refer this matter to the NPTA (National Pest Technicians Association) Tel: 01773 717 716 Email: