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Customer Care at South East Timber & Damp
We genuinely care about every job we carry out. Dean has built this business on honest advice and quality work, and we want every customer to feel confident from the moment they contact us to long after the work is finished.
If something is not right, we want to know. Please do not sit on a concern. Get in touch and we will do everything we can to put it right quickly and fairly.
If you have a concern, start here
The quickest way to resolve any issue is to contact us directly. Call us on 01732 884535 or email enquiries@timberanddamp.co.uk and ask to speak with our office team. We will listen, take your concern seriously, and come back to you promptly with a clear plan of action.
We also send a feedback form with all final paperwork. If you would prefer to put your thoughts in writing, you are welcome to use this and return it in the prepaid envelope provided.
Our formal complaints procedure
If your concern is not resolved through the initial conversation, we have a formal complaints procedure in place. You can download this below. We will acknowledge your complaint and work through it properly, keeping you informed at every stage.
Independent dispute resolution
We are registered with TrustMark, the government-endorsed quality scheme for tradespeople. As part of our TrustMark registration, our customers have access to the Dispute Resolution Ombudsman (DRO), a free and independent service for resolving complaints that cannot be settled directly.
If you have followed our complaints procedure and remain unhappy with the outcome, or if 12 weeks have passed since your initial complaint without a satisfactory resolution, you have the right to refer your complaint to the DRO.
The service is completely free to use and impartial. Any decision made by the Ombudsman, if you choose to accept it, is binding on us as the business.
To find out more about the process and how to raise a complaint, visit the Dispute Resolution Ombudsman TrustMark page at www.disputeresolutionombudsman.org/page/dispute-resolution-for-trustmark
You can also contact them directly by calling 0333 241 3209, Monday to Friday, 9am to 5pm, or by emailing info@disputeresolutionombudsman.org.
Guarantee Claims
All remedial works (refer to your documentation for details) carried out by South East Timber & Damp are covered by a 5-10-year guarantee, backed by the GPI – Guaranteed Protection Insurance Scheme (if you chose to take out this insurance)
If you believe a treatment has failed within the guarantee period, please get in touch and we will arrange an inspection.
Before contacting us, please download and read our re-inspection procedure below, as this will help us deal with your claim as efficiently as possible.
Re-inspection Form
Complaints Procedure
Business Info
What our customers say
Damp Works, Tonbridge
Very likely to recommend
5 'Excellent' scores
Burmarsh – Damp Works
Very likely to recommend
5 'Excellent' scores
Gravesend – Damp Proofing
Very likely to recommend
5 'Excellent' scores
Damp Proofing, Kent
Very likely to recommend
6 'Excellent' scores
Winchelsea – Wet Rot
Very likely to recommend
6 'Excellent' scores
Lydd – Damp Works
Very likely to recommend
5 'Excellent' scores
Need help? Book a survey at a time to suit your schedule
Our mission is to give you the peace of mind you deserve when it comes to waterproofing your house or business. Commission a survey from our team to assess your situation professionally.