I would give this company ------0 if I could. Terrible experience. Survey done in March this year. Tried to convince us that planning permission would go through (we have a grade ii listed house so were doubtful, but wanted a 'professional' opinion). 6 months later we had a knock back and requested to cancel the contract as nothing further could be done apart from submitting another permission for secondary glazing, which would inevitably have been refused again. We paid £2,154k when we signed up (which did seem a lot for an 8k job originally £13k). Backwards and forwards with emails and calls to the planning department who were the only people who seemed to care, although I am now thinking they are just buffers as it is impossible to contact the department that deals with cancellations and refunds. We tried to talk to the sales person we originally spoke with, but he was rude and dismissive and did not answer any of our calls after that. The 0800 number for customer services sends you to a terrible musical loop that resulted in me hanging up after about 10 minutes. I don't believe it actually puts you through to anyone based on their attitude. Finally got a letter in the post, which looks like a photocopy i.e. not on true headed paper. It has no contact number and no one has given a name to the signature. we have been charged £1,815.45 for a survey that took 1 hour and came to nothing. Of course we understand that companies need to charge for surveys/planning permission, but it is very suspicious that the total they have taken from us is so close to the deposit amount. To add insult to injury we now have to wait 21 days for poxy amount to be refunded. They refer to clause 8 in our contract but there is no contract with such a clause. We only have the documents from the survey. What can be done about this company with so many horrendous reviews. Admittedly we should have looked at the feedback before we went ahead, but with such a massive online presence we took a chance. We just thank God that we didn't get the permission, because according to many reviews the actual work is appalling, that's if it ever gets done. Do not trust this company at all, they are terrible. The Eves