Complaint received and recorded
Complaints can be submitted by phone, text, email, or website. We record the details and confirm we’ve received your concern so we can begin the review process.
What counts as a complaint
We define a complaint as any situation in which a customer is unhappy with a part of our service or the outcome of a job. This includes both formal complaints and general feedback that raise concerns.
- Workmanship concerns or quality-related issues
- Follow-up concerns raised after job completion
- Delays, scheduling problems, or missed arrivals
- Questions or concerns about pricing or scope
- Cleanliness or property-related concerns
Our complaints handling process
We follow a clear, step-by-step process to manage complaints fairly and efficiently. Every concern is reviewed, assessed, and resolved with clear communication at each stage.
Acknowledgement and detailed confirmation
We acknowledge your complaint and confirm the key details, including job information and the issue raised. This ensures we clearly understand your concern from the start.
Job history review
We review the job history, including the scope of work, invoices, photos, and notes from the original visit. This helps us assess what was completed and identify any issues.
Inspection arranged if required
If needed, we arrange a return visit to inspect the issue on-site. This allows us to assess the situation properly and gather accurate information before proceeding.
Findings explained clearly
We explain our findings clearly and outline the next steps. This may include clarification, further work, or supplier involvement, depending on the nature of the issue.
Resolution and case closure
We implement the agreed resolution and confirm the outcome with you. The matter is only closed once you’ve confirmed the issue has been addressed.
How quickly we respond and resolve
We understand that delays can be frustrating. That’s why we prioritise fast response times, clear updates, and efficient resolution wherever possible.
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Acknowledgement timeframe
We aim to acknowledge complaints within 1 business day, so you know your concern has been received and is being reviewed.
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Resolution timeframe
Most complaints are resolved within 3 to 10 business days, depending on the issue and any required follow-up.
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Ongoing communication
If a matter is more complex, we provide updates along the way so you know what’s happening and what to expect next.
What we need from you
To help us assess and resolve your concern quickly, we may ask for a few key details. Providing clear information upfront allows us to review your complaint accurately and avoid unnecessary delays.
- Customer name and contact details
- Property address of the completed works
- Date of service or job completion
- Description of the issue raised
- Supporting photos or videos, where available
- Record of previous communication
Complaint escalation process
We aim to resolve all concerns directly, but if something isn’t settled, we’ll continue working through the issue with additional review and support.
Team review
Your concern is reviewed by our team or the original plumber to understand the issue and work towards a resolution.
Management review
If needed, the matter is escalated to management for further review and a more detailed assessment.
Technical input
We may involve suppliers or carry out further technical checks to ensure the issue is properly understood and addressed.
External support
If we can’t arrive at a resolution, we welcome assistance from relevant external bodies.
How to contact us
Getting in touch is simple. Choose the option that works best for you, and our team will take it from there. Email is recommended for faster and more accurate assessment.
Workmanship guarantees and warranties
Zebra Plumbing provides a lifetime workmanship guarantee on labour, supported by manufacturer warranties on supplied products and a clear claims process where required.
Our plumbing services
If your concern relates to a plumbing issue, our team can help. Explore our services below to find the right solution for urgent repairs or general maintenance.
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Emergency plumbing
On call 24/7 for disasters. We stop floods fast to save your home from expensive damage. -
Domestic plumbing
Your local household experts. We fix every leak, pipe, and fixture with total precision. -
Hot water plumbing
Hot showers guaranteed. Expert repairs and new unit installs for all system brands. -
Gas plumbing
Safety-first gas fitting. Licensed experts for new lines, bayonets, and leak detection. -
Blocked drain plumbing
Blast away clogs today. High-tech CCTV and jetting to clear your drains for good. -
Toilet plumbing
Fast fixes for faulty flushes. We handle repairs, leaks, and full bathroom upgrades.
Got issues? Submit your complaint
Raise your concern with our team, and we’ll take it from there. We’ll review the details, keep you informed, and work towards a practical resolution as quickly as possible.