Your peace of mind is foremost in our minds and from the moment you call our 24 hour personally answered office line, we do our best to ensure that the experience you have will be one which builds confidence in us.

As a family-run business, we pride ourselves on that personal service which we believe is paramount to our success and which hopefully will make you a TaylorMade customer for life.

When booking work with TaylorMade your unique job reference number allows us to track and access all details of your job at every stage on our system, should you require it. Our reputation has been built on the trust customers have that we will undertake the work, however small or large, with complete professionalism and to the highest standards. Larger works will be supervised by one of our highly knowledgeable and experienced managers who will regularly update you and answer any of your queries.

We Will

• Charge only for the time spent at the job and number of hours worked.
• Ensure that any estimated work is priced at our day rate of 9-hours.
• Make sure that our trade people work full 9-hour day when on day rate.
• Agree with the customer prior to collecting materials.

We Will Not

• Overcharge customers, under any circumstances
• Talk customers into any work that is not needed or carry out any unnecessary work.
• Charge for any wasted or unnecessary time when undertaking your work.
• Charge for two tradesmen on two-handed work unless necessary – an apprentice will be used wherever possible.
• Charge for breaks.

Policies

Rates & Bookings

Our rates are transparent, quoted when you book and shown clearly on rates page.

Invoices

A VAT invoice will be produced for every job we complete.
Guaranteed workmanship is covered by our 12-month guarantee.

Ongoing Service

Whenever, we are here to assist you and help you where we can.

Tradespeople

Peace of Mind – fully vetted including DBS and DVLA checks.

Appearance – always arriving at your property in our distinct clean uniforms and vans.

Qualified – Fully qualified and experienced in their respective trades.

Insured – our public liability insurance adheres to legal regulations.

Confidentiality

Customer Details

Your details will never be shared with any third party.

Data Protection

Customer records are dealt with in accordance with Data Protection Act 2018.

Transparency

We believe in always being 100% transparent. We are upfront about our company charges. Our rates are clearly shown on our website. Our helpful and experienced staff make our customers fully aware of our rates at the time of booking a job or requesting information.
We provide invoices and estimates detailing the breakdown of labour, materials, and any other charges, as well as comprehensive description of works, completed or still to be carried out.

Overcharging

We always charge correctly and accordingly to our quoted rates and our policy on overcharging is unequivocal. We believe in giving good value for money, as we rely on recommendations of satisfied customers.

Complaints

Consumer complaint resolution policy

1. Introduction

TaylorMade strives to not only provide a high-quality service but also to provide the type of aftercare to all our customers which our competitors find difficult to match. The dedication to fulfil our customer’s needs and wants has always been imperative to the way we operate, and we adapt our services in order to achieve this. We work with the intent that once a customer uses TaylorMade we hope they become a ‘“TaylorMade customer for life’.

Our Customer Service Department has undergone a major transition which we have developed to provide the best after-sales service and support for our customers. The team has grown significantly and are all dedicated to not only hearing the positive things our customers have to say about our services, but also the negative ones. All feedback is welcomed by our team as we are a company that listens to its customers, and we improve our services by doing so.

2. Making A Complaint

We strive to provide a consistent second to none service and quality workmanship, however, if you feel that we have not upheld these standards please let us know. We treat complaints with priority and aim to resolve any problem promptly. We endeavour to always be compassionate and understanding of any concerns and queries that you may have and do everything we can to come to a satisfactory conclusion as quickly as possible.

Any concerns you may have relating to work carried out will be investigated fully by the customer services team who will then help to resolve your issue. All complaints have our full attention, and we handle them in an efficient, fair and confidential manner. We will take the actions required to solve problems fully and to your complete satisfaction.

How to Make a Complaint

Should you have the need to make a complaint, this can be done over the phone on 0208 408 1890. Alternatively, you can email the customer services team direct on info@taylormadeplumbingandheating.co.uk. We aim to respond to all complaints within 7 working days.

3. Complaint Procedure

Any complaints should be raised with our Complaints Manager at our Richmond Office who will attempt to resolve any issues and get back to you within 7 working days.

20 Upper Ham Road Ham Richmond TW10 5LA

Final Stage

If the customer is still not satisfied with the response, the customer will then be forward to our, then the outcome is escalated to TaylorMade Customer Services Manager which is the highest point of escalation to investigate the complaint’s entirety and responds with a final company conclusion.