All of our installers are fully qualified and insured with our fully comprehensive public liability insurance.

Our installers are DS Bathroom employees however, should your installation require a skill which we don’t have amongst our own team then you can be assured that we only use sub-contractors who we know personally that their work fits our own uncompromising standards and they are fully insured. We will let you know if this is the case and any work carried out by sub-contractors is still covered by our quality standard guarantee.

All of our installers will be dressed in their DS Bathroom work-wear so that they are easily identified and recognised.

Your DS Bathroom installer will protect all of your carpets with ‘PackExe’ plastic carpet protector and your hardwood floors with ‘Cordex’ floor protector. If it’s an en-suite you’re having fitted, your bed covers will be protected with clean dust sheets. There will always be a certain amount of dust but we do our best to keep this to a minimum and protect your belongings as best we can.

Your installer will clear up and tidy any mess created on a regular basis. So that you or your neighbours are not inconvenienced, a skip will only be used if deemed absolutely necessary.

Your installer will introduce themselves by name and provide you with their contact details in case you need to contact them during your project.

Your installer will try as hard as they can to keep any noise disruption to a minimum. They will ask permission to use radios or music players and should you wish them to stop using noisy drills or tools for a short period they will be happy to oblige. Your installer will always be polite and listen to your views.

Before we start any work on your bathroom, you will receive a day by day breakdown of everything we are planning to do. As well as this, at the end of every day, your installer will let you know progress and the steps planned for the next day. They will also let you know if any other DS Bathroom team members will be arriving.

Your installer will give you advance notice if there is any need to temporarily suspend your water, gas or electricity, ensuring you have plenty of time to switch off your computer or empty your washing machine etc. Your boiler will always be turned off before work commences on your heating system. Your installer will make sure that everything is working again at the end of every day.

Your products will be fitted with local isolation valves so you’ll be able to carry out routine maintenance easily. Everything will be installed in accordance with the manufacturer’s fitting instructions.

If you notice a leak, or any other problem after fitting, get in touch with us straight away and we will remedy the problem.

We work precisely to the written guidelines you sign off, but if you wish to change anything, just ask either the head office or your installer.

Most shower screens, panels and cubicles are made from safety glass which is tougher and thicker than standard glass, increasing both stability and user safety. If this is not the case for the product you have chosen, this will be pointed out to you so that you can change if you wish.

Your DS Bathroom installer should always be on site ready to start work by 8:30am. If they are going to arrive later, they’ll always let you know the day before.

During the installation of your new bathroom, we will aim to leave you with at least one working toilet. If this is not possible, we will give you 24 hours notice so you can make alternative arrangements to ensure you’re never caught short!

COMPLAINTS POLICY

The business always endeavours to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.

Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  

The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.