24/7 Best Emergency Services is committed to providing a fair, transparent, and accessible complaints process. We
value feedback from our customers as it helps us maintain high standards and work only with Technicians who meet
our expectations.
This policy explains: how to make a complaint; how we handle complaints; what you can expect from us; and what
to do if you are not satisfied with the outcome.
24/7 Best Emergency Services is a digital marketing and booking intermediary operated by Local Emergency Fixers
LTD. We connect customers with independent, self-employed Technicians who carry out repair services.
We do not provide repair services ourselves and are not a party to the repair contract, which is agreed directly
between the customer and the Technician. However, we take complaints seriously and will assist by investigating
and mediating where appropriate.
A complaint is any expression of dissatisfaction relating to: a Technician introduced through our platform; the
booking process; communication issues; behaviour or conduct of a Technician; and charges or transparency
concerns.
This policy applies to all customers who have used our services.
You can make a complaint using any of the following methods:
• Email: via the contact details shown on our Contact Us page
• Telephone: during business hours
• In writing: to our registered office
Please include: your name and contact details; job address and date; a description of the issue; and any relevant
supporting information (photos, invoices, messages).
There is no charge for making a complaint.
We will acknowledge receipt of your complaint within 3 business days, confirm who is handling your complaint, and
explain the next steps and expected timescale.
Once a complaint is received, we will:
(1) review the details provided;
(2) contact the relevant Technician to obtain
their response;
(3) where appropriate, gather supporting evidence
(4) assess whether mediation is possible.
Our role is to assist and mediate fairly, not to determine liability for repair work.
We aim to resolve complaints as quickly as possible. Most complaints are resolved within 14–21 days.
In complex cases, a final response will be issued no later than 8 weeks from receipt. If additional time is required,
we will keep you informed.
Complaints involving health and safety risks, gas/electrical/flooding emergencies, or immediate risk to property or
occupants will be prioritised.
We aim to make initial contact within 48 hours for urgent matters.
Technicians are independent contractors and are responsible for the quality of their work.
Where a complaint relates to workmanship, we will refer the complaint to the Technician and seek to mediate a
reasonable resolution. We may assist in arranging follow-up communication.
We cannot guarantee remedial work, refunds, or compensation, as we are not the service provider.
Depending on the circumstances, outcomes may include: clarification or explanation; mediation between the
customer and Technician; recommendation for further action between the parties; or administrative action against
the Technician (where appropriate).
We keep records of complaints and correspondence for a reasonable period, typically up to three years, in line with
legal and data protection requirements.
All personal data is handled in accordance with our Privacy & GDPR Policy.
If you are not satisfied with our final response, you may have the right to refer your complaint to an independent
dispute resolution body.
Consumers may contact Trading Standards or Citizens Advice. Where applicable, complaints may be referred to the
Financial Ombudsman Service within six months of our final response. The Financial Ombudsman Service is free
and independent.
We treat all complaints fairly and objectively. Making a complaint will not affect your rights or access to our services.
This Complaints Policy is reviewed regularly and may be updated to reflect operational, legal, or regulatory
changes. The latest version will always be available on our website.
For complaints or queries, please visit our Contact Us page for up-to-date contact information.
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