Complaints Policy | Antichi Decori

Complaints Policy – Antichi Decori Ltd

Last updated: 26 February 2026

At Antichi Decori Ltd, we deliver high-quality Venetian plaster applications, microcement installations, decorative wall finishes, Valpaint product supply, and professional training across Bristol, Bath, the South West, and the UK. However, if something goes wrong, we want to hear from you. We handle all complaints fairly, promptly, and transparently so we can resolve issues quickly and improve our services.

This Complaints Policy explains how to raise a concern and what happens next.

1. Purpose of This Policy

We created this policy to:

Make it easy for customers to raise concerns
Handle complaints professionally and consistently
Resolve issues as quickly as possible
Use your feedback to improve our Venetian plaster services, Valpaint products, training programmes, and overall customer experience

We take every complaint seriously — no matter how small.

2. What You Can Complain About

You can complain about:

Quality or performance of Venetian plaster, polished plaster, microcement, or other decorative finishes
Valpaint product orders, delivery delays, quality issues, or mismatches
Training course content, trainer conduct, facilities, equipment, bookings, or payments
Customer service interactions (e.g., response times or communication)
Website information, quote accuracy, or any other aspect of our service

For example, if a finish doesn’t meet expectations or a training session falls short, tell us.

3. How to Make a Complaint

Email: shop@antichidecori.co.uk
Phone: +44 7821 065 8650
Post: Antichi Decori Ltd, Bristol, United Kingdom

Please include as much detail as possible:

Your full name and contact details
A clear description of the issue (what happened and when)
Relevant details (e.g., order number, project date, quote reference)
Photos or evidence (especially for product/finish issues)
The outcome you seek (e.g., repair, refund, rescheduling)

The more information you provide, the faster we can investigate and resolve it.

4. How We Handle Your Complaint

We follow these clear steps:

Step 1: Acknowledgement We acknowledge your complaint within 3 business days (usually by email or phone) and confirm we are investigating.

Step 2: Investigation We review all relevant details, including:

Order records and communication history
Photos, samples, or evidence you provide
Internal notes from staff or applicators
Any site visit reports (if applicable)

If needed, we may contact you for more information.

Step 3: Response We aim to send a full written response (with our findings and proposed resolution) within 10 business days. If the issue is complex and requires more time, we will explain why and give a new expected date (usually no longer than 20 business days total).

Step 4: Resolution Where appropriate, we offer solutions such as:

Product replacement or repair
Partial or full refund (in line with our Returns Policy)
Re-application of finishes or service correction at no extra cost
Rescheduling training or alternative arrangements
Goodwill gesture (e.g., discount on future work)

We always aim for a fair outcome that satisfies you.

5. If You Are Not Satisfied with Our Response

If you remain unhappy, request a review by a senior member of Antichi Decori Ltd (e.g., the Director). We will reassess the complaint independently and provide a final written response.

If the issue still isn’t resolved and relates to consumer rights (e.g., under the Consumer Rights Act 2015 for services or products), you can escalate to:

Trading Standards (via Citizens Advice consumer helpline: 0808 223 1133)
An alternative dispute resolution (ADR) provider if applicable (we will advise if relevant)

For training-specific issues, additional review by our training coordinator may apply.

6. Special Considerations

Valpaint Product Complaints We may ask for photos of the defect, batch numbers, storage conditions, and application details. This helps us determine if the issue stems from manufacturing, transport, or on-site application.

Training Complaints We handle these under the same process but involve the training coordinator for content, conduct, or facilities concerns.

7. Confidentiality and Data Protection

We treat all complaints confidentially. We process your personal information only to resolve the issue and in line with our Privacy Policy.

8. Learning and Improvement

We regularly review complaints to identify patterns and make improvements in:

Service delivery and workmanship
Product handling and quality control
Training quality and participant experience
Customer communication and processes

Your feedback directly helps us maintain high standards.

9. Contact Us

For any complaint or question: Antichi Decori Ltd Email: shop@antichidecori.co.uk Phone: +44 7821 065 8650 Location: Bristol, United Kingdom

Thank you for helping us get better. We value your business and aim to resolve every concern to your satisfaction.

COMPLAINTS POLICY — Antichi Decori Ltd