Our Commitment

We take client concerns seriously. If you are not satisfied with any aspect of our service — whether relating to delivery quality, communication, scheduling, or conduct on site — we want to know about it. We aim to resolve all complaints fairly, promptly, and with a clear outcome.

How to Raise a Complaint

Complaints can be raised by email or in writing. Please include a clear description of your concern, the project or location it relates to, the date the issue occurred or was identified, and any supporting information such as photographs or correspondence. This allows us to investigate thoroughly and respond with the right information.

Email: hello@connectinstall.ie

Address: Connect Install Limited, Unit 2, Goldenbridge Industrial Estate, Dublin, D08 YY38

Our Process

On receipt of a complaint, we will acknowledge it within two working days. A designated contact will be assigned to your complaint and will manage the investigation and communication through to resolution. We aim to provide a substantive response — including our findings and proposed resolution — within ten working days. Where an investigation requires more time, we will keep you informed of progress and expected timelines.

Resolution and Remedies

Where a complaint is upheld, we will take appropriate remedial action. Depending on the nature of the issue, this may include remedial works, rectification on site, a revised delivery, a partial or full refund, or another agreed outcome. The appropriate remedy will be determined in proportion to the nature and impact of the issue, and agreed with the client before action is taken.

Refunds

Refunds are considered where works have not been delivered in accordance with the agreed scope, where a material failure of service has occurred, or where a billing error has been identified. All refund requests are assessed on a case-by-case basis against the terms of the relevant contract or agreement. Refunds are processed within ten working days of written confirmation that a refund has been agreed.

Escalation

If you are not satisfied with the outcome of your complaint, you may escalate the matter in writing to management@connectinstall.ie. Escalated complaints will be reviewed by a senior member of the management team who was not involved in the original investigation. We are committed to reaching a fair outcome and will engage openly throughout this process.