Complaints
How to complain about the work or about how we handled your data, what we do when you do, and how long each step takes.
In short
- One email address for everything: complaints go to the same place as everything else, and they are read.
- About the work: acknowledged within two working days, resolved or explained within 14.
- About your data: you have a statutory right to complain to us, and we must acknowledge within 30 days and tell you the outcome.
- You can go to the ICO about a data complaint at any point, without coming to us first.
A summary, for orientation. The clauses below are the ones that bind us.
On this page
How to complain
Email hello@duneair.com with your order reference, or use the contact form. Tell us what happened and what you would like us to do about it — the second part genuinely helps, because it is often something we can simply agree to.
There is no complaints department and no separate address. It goes to the same inbox as everything else, which is a small company being honest about its size rather than a routing failure.
Complaints about the work
- We acknowledge within two working days, so you know it arrived.
- We look into it — which usually means talking to the engineer who did the job and looking at the Room Study and the photographs.
- We come back within 14 days with an answer, or with an explanation of why it is taking longer and when you will hear.
- If you are not satisfied, say so and we escalate it internally rather than closing it.
If the complaint is that something is faulty or badly fitted, it is also a claim under your statutory rights or our workmanship guarantee, and we treat it as both. You do not have to work out which one it is.
Complaints about your data
This is a statutory right, with a clock on it
Use the data protection complaint form, which is the contact form with the subject already selected, or email privacy@duneair.com if you would rather. Both arrive in the same place and both start the same clock.
| Step | Timing |
|---|---|
| We acknowledge your complaint | Within 30 calendar days of receiving it — counted from the day after, and rolling to the next working day if it lands on a weekend or bank holiday |
| We investigate, and make enquiries where appropriate | Without undue delay |
| We keep you informed of progress | As it moves |
| We tell you the outcome | As soon as we have one |
In practice we will answer far faster than 30 days — that figure is the statutory backstop, not our target. It is written here because you are entitled to know what the floor is.
Going to the regulator
For anything about your data, you can complain to the Information Commissioner's Office. You can do that at any time — before us, after us, or instead of us. It is free, and it does not affect any other right you have.
- Regulator
- Information Commissioner's Office
- Online
- ico.org.uk/make-a-complaint
- Helpline
- 0303 123 1113
The ICO will usually ask whether you raised it with us first, so doing that tends to be quicker — but it is not a precondition and we will never tell you it is.
If we cannot agree
We are not currently a member of an ADR scheme
That leaves you the county court, which for a consumer claim of this size means the small claims track — designed to be used without a solicitor. Nothing in our terms stops you, and we would rather settle than defend something we got wrong.
If you paid by credit card and the amount was over £100, you may also have a claim against your card provider under section 75 of the Consumer Credit Act 1974. That is a real route and we are not going to pretend otherwise.
What this document is written against
- Data (Use and Access) Act 2025In force 19 June 2026. Creates the right to complain to a controller and the duties in clause 3.
- Consumer Contracts Regulations 2013, Schedule 2(k) and (x)Require a complaint-handling policy and details of out-of-court redress before you order.
- Alternative Dispute Resolution for Consumer Disputes Regulations 2015Require us to tell you whether we use an ADR scheme. Clause 5 does.