Complaints procedure

If something is not right, we want to hear it from you rather than from a tender we did not win. The procedure is short because we intend to use it rarely.

How to complain

Email info@praetor.co.uk with "Complaint" in the subject line, or call 07703 295654 and ask for a director. Give us the premises, the date and what went wrong. Photographs help.

What happens next

We acknowledge within one working day. A director, not the engineer involved, investigates and responds in writing within five working days. If the investigation needs longer, for example waiting on a manufacturer, we tell you the revised date rather than going quiet.

Putting things right

Where we got it wrong we say so, fix it at our cost, and change the process that let it happen. Remedial visits arising from a complaint are prioritised ahead of routine work.

If you are still unhappy

You can escalate in writing to SB Group management, and nothing in this procedure affects your statutory rights or your right to pursue the matter through other channels. Where a complaint concerns safety-critical work, we will also tell you what interim measures we recommend while it is resolved.

Last reviewed: August 2026.