Complaints Procedure
Last Updated: June 2026
At A.G. Carpet & Flooring Ltd, we aim to provide excellent customer service, high-quality flooring products and professional installation services.
If something does not meet your expectations, we encourage customers to contact us so that we can investigate and resolve the issue fairly and efficiently.
We take all complaints seriously and view customer feedback as an opportunity to improve our services.
Who We Are
A.G. Carpet & Flooring Ltd
First Floor, Hamilton House
Burwood Close
Surbiton
Surrey
KT6 7HW
Telephone: 020 8390 3862
Email: info@ag-flooring.co.uk
Website: www.ag-flooring.co.uk
A.G. Carpet & Flooring Ltd provides domestic and commercial flooring supply and installation services across Surrey and South West London, including carpets, luxury vinyl tiles (LVT), vinyl flooring, safety flooring, laminate flooring, engineered wood flooring and commercial flooring solutions.
How To Make A Complaint
Complaints can be submitted by: Telephone: 020 8390 3862 Email: info@ag-flooring.co.uk Post: A.G. Carpet & Flooring Ltd First Floor, Hamilton House
Burwood Close
Surbiton
Surrey
KT6 7HW When making a complaint, please provide: Your name Contact details Property address Project reference (if available) Description of the issue Photographs where appropriate Preferred resolution Providing as much information as possible helps us investigate more efficiently.
Complaint Acknowledgement
We aim to acknowledge complaints within 5 working days of receipt.
Acknowledgement may be provided by:
Email
Telephone
Written correspondence
Investigation Process
Once a complaint has been received, we may:
Review project records
Review quotations and invoices
Review installation details
Request additional information
Arrange a site visit where appropriate
Contact suppliers or manufacturers if necessary
Each complaint is assessed individually based on the available evidence.
Resolution Timescales
We aim to provide a response as quickly as possible.
More complex complaints may require additional investigation and therefore take longer to resolve.
Customers will be kept informed of progress where investigations are ongoing.
Flooring Product Complaints
Where a complaint relates to a flooring product rather than installation workmanship, the matter may need to be referred to the manufacturer for further investigation.
Manufacturer assessments may be required before any decision can be made regarding replacement products or warranty claims.
Installation Complaints
Where a complaint relates to installation workmanship, we may arrange an inspection of the work carried out.
If a genuine installation issue is identified, we will discuss appropriate corrective action.
Customer Cooperation
To help us resolve complaints efficiently, customers may be asked to:
Provide photographs
Allow reasonable access for inspection
Supply supporting documentation
Provide additional information where required
Failure to provide access or information may affect our ability to investigate the complaint fully.
Escalation
If a customer remains dissatisfied after receiving our response, we will review any additional information provided and consider whether further investigation is appropriate.
Our aim is always to reach a fair and reasonable outcome based on the facts available.
Continuous Improvement
Complaint information is reviewed periodically to help identify trends, improve customer service and enhance our flooring installation processes.
Customer feedback plays an important role in improving the services we provide.