Complaints Policy
Including Data Complaints
1. Introduction
Sparkz Electric Ltd. (“we”, “us”, “our”) is committed to providing a high standard of electrical service to all of our domestic, commercial and industrial customers. We take any complaint about our work, our team or our service seriously and use feedback to improve.
This policy sets out how you can make a complaint, what you can expect from us when you do, and how we handle complaints about how we use your personal data.
2. Who this policy applies to
This policy applies to anyone who has received, requested or been affected by services provided by Sparkz Electric Ltd., including:
• Domestic customers (homeowners, landlords and tenants).
• Commercial customers (business owners, facilities managers and contractors).
• Industrial customers (site managers, plant engineers and operations teams).
• Members of the public affected by our work on a third party's premises or in a shared space.
3. How to make a complaint
You can raise a complaint with us using any of the channels below. Please include your name, contact details, the address of the work site (where applicable), the date(s) of the work and a clear description of what has gone wrong.
• Email: info@sparkzelectric.co.uk
• Phone: 07466 499235
• Post: Sparkz Electric Ltd., 14 Rowan Close, Killay, Swansea, Wales, SA2 7DW
Where possible, please raise concerns about live work directly with the engineer on site or with us by phone as soon as possible, so that we can put things right while we are still attending.
4. Our complaints process
Acknowledgement — We will acknowledge your complaint within five (5) working days of receiving it, by the same channel you used to contact us (unless you ask us to reply differently).
Investigation — We will investigate your complaint fairly and thoroughly. This may involve reviewing job notes, certificates, invoices, photographs, communications and speaking to the engineer(s) involved. We may also need to ask you for additional information or arrange a site visit.
Response — We will provide a full response within twenty-one (21) working days of acknowledging your complaint. Where a complaint is particularly complex and we need longer, we will write to you to explain why and let you know when you can expect a full response.
Resolution — Our response will set out our findings, any remedial action we will take and any other remedy we offer (for example a re-attendance, partial refund, repair, replacement or apology). Where we agree remedial works, we will agree a date with you for those works to be carried out at no additional charge.
5. If you are not satisfied with our response
If you are not happy with the outcome of your complaint, you can request an internal review by writing to the Director, Samuel Parker, at info@sparkzelectric.co.uk or by post to the registered office. Please mark your correspondence “Complaint Review” and include a copy of our original response and the reasons you are not satisfied. We will carry out a fresh review and write to you with our final decision within fourteen (14) working days.
If you remain dissatisfied after our final response, you may have the right to refer your complaint to an independent body, depending on the nature of the work and your relationship with us:
• Domestic customers may have the right to refer disputes about goods or services to a relevant trade body, ombudsman or alternative dispute resolution (ADR) scheme that we are a member of, where applicable, or to use the small claims process via the courts.
• Commercial and industrial customers may pursue the matter under any contract in place between us, including any dispute-resolution clauses contained in it.
• Concerns about the safety of electrical installation work may also be raised with the relevant competent person scheme and/or with the local authority Building Control where applicable.
6. Data Protection Complaints
This section sets out how to complain if you believe we have not handled your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Examples include concerns that we have collected too much information, used your data for a purpose you did not expect, shared it inappropriately, kept it too long, or not responded to a request to exercise your rights.
6.1 Raise it with us first
Please raise data protection concerns with us in the first instance so we have an opportunity to put things right. Mark your message “Data Protection Complaint” and send it to:
• Email: info@sparkzelectric.co.uk
• Post: Data Protection Lead, Sparkz Electric Ltd., 14 Rowan Close, Killay, Swansea, Wales, SA2 7DW
We will acknowledge data protection complaints within five (5) working days and aim to provide a substantive response within one (1) calendar month, in line with statutory timescales for handling data subject requests.
6.2 Your right to complain to the ICO
You have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK supervisory authority for data protection, at any time. You do not have to raise the issue with us first, but we would encourage you to do so where possible. The ICO can be contacted at:
• Website: https://ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
7. How we record and learn from complaints
We keep a confidential record of every complaint we receive, including the nature of the complaint, how it was handled and the final outcome. We use these records to identify patterns, improve our processes and provide training to our engineers and support team. Complaint records are kept securely and only for as long as is necessary for these purposes, in line with our Data Privacy Policy.
8. Anonymous and third-party complaints
We will consider anonymous complaints, but we may be limited in what we can do where we cannot follow up for further information or confirm details with the person raising the concern. Where someone makes a complaint on your behalf (for example a family member, neighbour or letting agent), we may need your authority before we can share specific information about your account or job with them.
9. Charges
We do not charge for making a complaint, raising a data protection concern or for any remedial work that we agree is necessary to put right a fault for which we are responsible.
10. Review of this policy
We review this Complaints Policy at least once every twelve (12) months, and sooner where there is a change in the law, in our processes or in the schemes we are a member of. The current version is published on our website and provided to customers on request.
11. Contact us
If you have any questions about this Complaints Policy, or if you would like a copy in a different format, please contact us:
• Sparkz Electric Ltd.
• 14 Rowan Close, Killay, Swansea, Wales, SA2 7DW
• Email: info@sparkzelectric.co.uk
• Phone: 07466 499235
• Companies House registered number: 15415122
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