Complaints Policy
HANIELS ELECTRICAL LTD
COMPLAINTS POLICY
INCLUDING DATA COMPLAINTS POLICY
Effective date: 18 March 2026
This Complaints Policy explains how Haniels Electrical Ltd handles complaints relating to its services, customer experience, and the handling of personal data.
This policy is intended to provide a clear, fair, and transparent process for customers and other individuals who wish to raise a concern. It applies to complaints about:
• electrical services provided by Haniels Electrical Ltd
• customer service and communication
• delays, misunderstandings, quotations, invoicing, or service quality issues
• installations, repairs, inspections, testing, and related electrical work
• the handling of personal data and privacy related concerns
BUSINESS DETAILS
Business name: Haniels Electrical Ltd
Company number: 16929623
Registered office: 6 Yr Hafod, Llangyfelach, Swansea, United Kingdom, SA6 6DF
Trading address: Yr Hafod, Llangyfelach, Swansea, United Kingdom, SA6 6DF
Email: hanielselectricals@gmail.com
Phone: +44 7570 744644
Website: www.haniels-electrical.co.uk
1. OUR APPROACH TO COMPLAINTS
Haniels Electrical Ltd is committed to providing services with reasonable care and skill and to treating customers fairly and respectfully. Where something goes wrong, we want to know about it so that we can investigate promptly, put matters right where appropriate, and improve our services.
We will:
• take complaints seriously
• handle complaints fairly and in a timely manner
• aim to communicate clearly throughout the process
• keep complaint related information secure and confidential where appropriate
• seek a practical and reasonable resolution
2. WHAT THIS POLICY COVERS
This policy covers complaints relating to services supplied by Haniels Electrical Ltd, including concerns about:
• lighting installation services
• socket and outlet installation services
• consumer unit upgrades
• domestic electrical works
• commercial electrical services
• EICR inspections and safety inspections
• fault finding and repairs
• EV charger installation
• billing, quotations, service scope, delays, or communication issues
• the handling of personal data
This policy does not remove or reduce any statutory rights you may have under applicable UK consumer law.
3. HOW TO MAKE A SERVICE COMPLAINT
If you are unhappy with a service provided by us, please contact us with as much detail as possible.
Please send your complaint to:
Email: hanielselectricals@gmail.com
Phone: +44 7570 744644
Or write to:
Haniels Electrical Ltd
6 Yr Hafod
Llangyfelach
Swansea
United Kingdom
SA6 6DF
Please include, where possible:
• your full name and contact details
• details of the service concerned
• a clear description of the issue
• any relevant dates, quotations, invoices, emails, messages, photographs, certificates, or other supporting information
• the outcome you are seeking
4. HOW WE HANDLE SERVICE COMPLAINTS
We will usually follow the process below:
Step 1: Acknowledgement
We aim to acknowledge complaints within 5 working days of receipt.
Step 2: Investigation
We will review the information provided and may contact you for further details if needed. We will investigate the matter fairly and based on the information available.
Step 3: Response
We aim to provide a substantive response within 14 working days of acknowledgement. If the matter is more complex and requires longer, we will let you know and provide an updated timeframe.
Step 4: Resolution
Where appropriate, we may offer a suitable resolution. Depending on the circumstances, this may include:
• an explanation
• corrective action
• clarification of the agreed scope of work
• further work or rectification where appropriate
• a partial refund or other reasonable commercial remedy where appropriate
• confirmation that no further action will be taken, with reasons
5. COMPLAINTS ABOUT ELECTRICAL WORK
Where a complaint relates to electrical services, we may ask for:
• photographs or videos
• details of the property and the works carried out
• copies of quotes, invoices, certificates, reports, or correspondence
• details of when the issue first arose
• access to inspect the work where appropriate and reasonably requested
Any remedy offered will depend on the nature of the issue, the agreed scope of work, the information available, and any applicable legal or safety obligations.
6. COMPLAINTS ABOUT TESTING, CERTIFICATES, AND SAFETY WORK
Where a complaint relates to an inspection, EICR, certificate, consumer unit upgrade, fault finding, or other safety related work, we may need to review technical records, site conditions, customer instructions, photographs, test results, and any later changes made by others.
Our response will take into account the information available at the time of the work, the scope agreed with the customer, and any factors outside our direct control.
7. ESCALATION OF A SERVICE COMPLAINT
If you are dissatisfied with our response, you may ask us to review the matter again and provide any further information you would like us to consider.
Please state clearly that you would like your complaint escalated and explain why you remain dissatisfied.
We will carry out a further internal review where appropriate and aim to respond within 14 working days.
8. DATA COMPLAINTS POLICY
This section applies specifically to complaints about how Haniels Electrical Ltd collects, stores, uses, shares, retains, or otherwise handles personal data.
Examples of data related complaints may include concerns that:
• personal data has been used incorrectly
• personal data is inaccurate
• personal data has been retained for longer than necessary
• personal data has been shared without proper basis
• marketing communications have been sent inappropriately
• access rights or other data protection rights have not been handled properly
• a privacy concern has not been dealt with satisfactorily
9. HOW TO MAKE A DATA COMPLAINT
If you have a complaint about how your personal data has been handled, please contact:
Email: hanielselectricals@gmail.com
Phone: +44 7570 744644
Postal address:
Haniels Electrical Ltd
6 Yr Hafod
Llangyfelach
Swansea
United Kingdom
SA6 6DF
Please include:
• your full name and contact details
• details of the data protection concern
• any relevant dates and correspondence
• details of the outcome you are seeking
10. HOW WE HANDLE DATA COMPLAINTS
We will investigate data complaints in line with our obligations under UK data protection law.
We aim to:
• acknowledge data complaints within 5 working days
• investigate promptly and fairly
• respond substantively within 14 working days where reasonably possible
• advise you if more time is required due to the complexity of the matter
Where a complaint also amounts to a request to exercise a legal data right, such as a request for access, correction, erasure, restriction, objection, or data portability, we may process that request in line with the timescales and requirements set by applicable law.
11. YOUR RIGHT TO ESCALATE A DATA COMPLAINT
We would appreciate the opportunity to address your concerns first. However, if you remain dissatisfied with how your personal data has been handled or with the outcome of your complaint, you may raise the matter with the Information Commissioner's Office.
Information Commissioner's Office
Website: www.ico.org.uk
Helpline: 0303 123 1113
12. RECORDS OF COMPLAINTS
We may keep a record of complaints and related correspondence for legitimate business, legal, regulatory, quality assurance, insurance, and safety purposes. We will handle any personal data contained in complaint records in accordance with applicable data protection law and our Privacy Policy.
13. CONFIDENTIALITY
We will handle complaints as confidentially as reasonably possible. However, information may need to be shared internally or with relevant advisers, insurers, contractors, certification bodies, software providers, or authorities where necessary in order to investigate and resolve a complaint or comply with legal obligations.
14. POLICY REVIEW
We may update this Complaints Policy from time to time to reflect changes to our business, services, legal obligations, or internal processes. The latest version should be read alongside our Privacy Policy published on the website.
15. CONTACT
If you wish to make a complaint or ask a question about this policy, please contact:
Haniels Electrical Ltd
6 Yr Hafod
Llangyfelach
Swansea
United Kingdom
SA6 6DF
Email: hanielselectricals@gmail.com
Phone: +44 7570 744644
Website: www.haniels-electrical.co.uk
