Complaints Policy

Apex Pest Control Ltd  |  Company No: 16815959  |  Last updated: May 2026

Our Commitment to You

Apex Pest Control Ltd is committed to providing a high-quality, professional pest control service to every client. We take pride in our work and in the relationships we build with our customers.

We recognise that things can occasionally go wrong. When they do, we want to hear about it. We treat every complaint seriously, handle it confidentially, and aim to resolve it as promptly as possible.

What Counts as a Complaint?

A complaint is any expression of dissatisfaction with our services, staff, communication, or any other aspect of your experience. This includes:

• Dissatisfaction with the outcome or effectiveness of a treatment
• Concerns about the conduct or professionalism of a technician
• Issues with punctuality, communication, or appointment management
• Billing or pricing disputes
• Concerns about damage to property during a visit

How to Make a Complaint

You can contact us through any of the following channels:

To help us investigate your complaint as quickly as possible, please include:

• Your full name and contact details
• The address where the service was carried out
• The date(s) of the visit(s) concerned
• A clear description of your complaint and the outcome you are seeking

Our Process

We follow a clear three-step process for every complaint we receive.

Remedies We May Offer

Where we uphold your complaint, we may offer one or more of the following:

• A free revisit or follow-up treatment
• A partial or full refund of the service charge
• An apology and explanation
• A review of our processes to prevent recurrence

The remedy offered will be proportionate to the nature and impact of the complaint.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may seek assistance from the following organisations:

• Citizens Advice — citizensadvice.org.uk  |  0800 144 8848
• Trading Standards — accessible via Citizens Advice
• Small Claims Court — for disputes generally under £10,000. See gov.uk/make-court-claim-for-money
• BPCA — bpca.org.uk  |  01332 294 288

Our Obligations Under Consumer Law

We operate in accordance with the following UK consumer legislation:

• Consumer Rights Act 2015 — services must be provided with reasonable care and skill
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — including your right to cancel within 14 days of booking
• Consumer Protection from Unfair Trading Regulations 2008 — prohibiting misleading actions or omissions

Confidentiality

All complaints are handled in strict confidence. Information relating to your complaint will only be used for the purpose of investigating and resolving it, and will be stored in accordance with our Privacy Policy.