Policies
Complaints Handling Procedure
Our Commitment to Quality
At Sorzano's Plumbing & Construction Limited, we take immense pride in the homes we help create. We understand that renovation and construction are significant investments, which is why we back our craftsmanship with a comprehensive 12-month guarantee. If something isn’t right, we don't just want to know about it; we want to fix it. We view any concern raised by a client not as a dispute, but as an opportunity to demonstrate the reliability and integrity that has kept us in business for over two decades.
How to Raise a Concern
If you feel that our service or workmanship has not met the high standards we set for ourselves, we ask that you let us know immediately. To ensure your message goes directly to the right person, please email us at info@sorzanopc.ltd or call us on 07597134387. We will acknowledge your correspondence within two working days, confirming that we have received your message and letting you know who will be personally handling your case.
Resolution and Peace of Mind
Once we have the details, our senior team will review the matter thoroughly, checking the work against our agreed specifications and your 12-month workmanship guarantee. We aim to provide you with a full response and a clear plan of action within seven working days. Our priority is always to resolve issues amicably and efficiently, ensuring the final result is exactly what you envisioned.
Industry Standards
We operate with complete transparency. While we are confident we can resolve almost any issue directly, as a verified member of Checkatrade, we also support your right to access independent Alternative Dispute Resolution (ADR) services should we be unable to reach a mutual agreement. We are happy to provide details on this process if ever required.
Privacy Policy (GDPR)
Who We Are
Sorzano's Plumbing & Construction Limited acts as the controller of your personal information. We understand that inviting us into your home requires trust, and we extend that same level of care to how we handle your personal data. We are committed to protecting your privacy and ensuring your information is safe, secure, and used only for the purposes you intended.
Information We Collect and Why
We only collect the information strictly necessary to do our job. This typically includes your name, contact details, and property address. We use this data lawfully to provide you with accurate free estimates, to schedule site visits, and to carry out the requested construction or plumbing work. Quite simply, we need this information to fulfill our contract with you and to ensure your project runs smoothly from start to finish.
Keeping Your Data Safe
We hold your data only for as long as is necessary to complete our work and satisfy any legal or accounting requirements. We are very clear on this point: we never sell or lease your personal data. We may occasionally share necessary details with trusted specialist sub-contractors—for example, if an electrical certification is required—but only to the extent needed to complete your specific project.
Your Rights
You remain in control of your information. You have the right to ask for a copy of the data we hold, to correct any mistakes, or to request its deletion. If you wish to exercise any of these rights, simply contact us at info@sorzanopc.ltd. We will respond to all legitimate requests within one calendar month.
Environmental Commitment
Our Approach
Sorzano's Plumbing & Construction Limited recognizes that construction has an impact on the planet, and we are dedicated to minimizing ours. We believe that high-quality construction and environmental stewardship go hand in hand. We are committed to working responsibly, reducing waste, and helping our clients create more energy-efficient homes.
Energy Efficiency
A major part of our environmental focus is helping you use less energy. By specialising in modern central heating and underfloor heating systems, we help homeowners significantly reduce their carbon footprint and energy bills. We view upgrading your home’s heating infrastructure as one of the most effective ways to contribute to a greener future.
Reducing Waste
We plan our projects carefully to avoid unnecessary waste. When sourcing materials, we prioritize durability and longevity, because building things that last is the best way to prevent future waste. On site, we follow strict waste sorting protocols, ensuring that recyclable materials—especially metals and plastics from strip-outs—are kept out of landfills whenever possible.
Working Locally
To further reduce our environmental impact, we consciously focus our services within Greater London. This reduces the travel time for our team and ensures our fleet uses less fuel. We also strive to use local suppliers where feasible, supporting our community while cutting down on the emissions associated with long-distance deliveries.