Customer charter

Our promise to you

Our products are backed up by first-class customer service and honest expert advice, our Allbase customer charter lays out the company's commitment to providing you with the highest standards of service.


We put our customers first, and they are entitled to expect excellent service from us. We strive to provide this through personal accountability and professional commitment.

Efficient service

From the moment you make contact, our team along with our Approved contractors will make your interaction with us as smooth and efficient as possible.

Quality products

Using the latest manufacturing processes and warehouse management we make sure when your order gets processed and despatched, you have the highest quality products with the longest use life possible.

Prompt deliveries

We work closely with our transport companies to deliver your orders as quickly and efficiently as possible, we try to keep you connected with your order by sending you regular status updates to your email or phone detailing your orders process.

Quick response times

Any enquiries that you make will be assigned to the correct department and actioned as quickly and efficiently as possible. We aim to answer any email or snail mail correspondence within 72 hours of receipt, depending on the enquiry.

Honest advice

We'll never recommend anything that you don't need, nor will we pressurise you into making decisions that you're not happy with. The foundations of the business have been built on providing our customers with simple, honest advice.

Contractor standards

Setting high standards in workmanship

Our pro contractors are proud to be part of Allbase and they stand by their work. To show their commitment to service and quality, every single contractor has agreed to uphold our charter standards which outline how they interact with customers.

Our contractors agree to:

Be honest in all interactions with their customers. They will be upfront with any call-out fees and will let you know straight away if they cannot do the work.

Keep appointments they make and arrive on time, return phone messages promptly and call in advance if they need to reschedule an appointment.

Be courteous and treat you, your property and your belonging with respect. Once completed the project area will be cleaned and left tidy.

Keep you in the picture about all aspects of the work and be realistic about when they can start the project and how long it will take to complete.

Never be verbally or physically abusive to a customer in any way and never demand cash payments.

Never obtain work by using cold calling and aggressive sales tactics.

Provide a free survey with a detailed quotation and contract before work is carried out. Any variations from the original agreement then a new contract will be created.

Allbase Approved Contractors will give you a feedback form before starting any work, this helps us evaluate our contractors and grade them. After they have completed the work, send it back to us or if you prefer, you can provide your feedback online.


Checked and vetted

All Allbase pro contractors are thoroughly vetted before they are given the approved status. Our approval standards are being constantly improved and adapted to comply with the latest government laws and legislation, along with our own high standards.


Our Contractors must have valid Public Liability Insurance, to ensure you and your property are protected. We require up-to-date copies of their Public Liability Insurance each year upon renewal.

Financial audit

Pro contractors have to provide evidence that their company is on a sound financial footing with sufficient resources to meet its current and future obligations.

Reference check

Contractors are continually monitored with on-site visits and customer feedback. Before they become Allbase Approved, we will contact 3 of their previous customers to find out about their experience and to help us build up a profile of how they do their business.

Professional training

Prior to approval, a contractor must attend and complete one of our professional training product workshops, which leads to an on-site appraisal.