Frequently Asked Questions

1. How can I book a service?

At Diaplam we try to offer flexible and convenient ways of booking a service. On our web-site you will see on every page displayed "4 easy steps to book a service". Simply select the options and we promise it will take you no more than few minutes to complete the form. In addition, you may always contact us on our telephone numbers and speak to the relevant department. A sales representative will try to help you as much as possible with your requests.

2. Can I pay for a service online?

Unfortunately, the answer to that question is NO. Currently, Diaplam has no facility on our web-site to receive payments online. However, if you are using online banking, for your convinience all our banking details are displayed on each invoice we issue to you.

3. Do you have some sort of protection for my personal details?

At Diaplam we maintain strict confidential policy for both, our clients and employees. We will not share your personal details with anyone unless forced by the UK and/or EU Laws and their relevant authorities. We are proud with our individual customer approach which supplements our confidential policy.

4. What if I am unhappy with a service?

You will be required to contact Diaplam customer complaints team as soon as practicably possible (Please note that unless specified in the booking or in some unforeseen consequences, any complaints made 24hrs after the completion of a service will be disregarded by our company). Our customer complaint procedure will require you to fill a customer complaint form which will be issued to you as soon as a complaint is received. All received complaints are subject to investigation which will allow us to identify the relevance of the complaint and improve our customer satisfaction. If service need to be re-booked in order to satisfy our customer needs, no additional charge will occur for the customer and a discount of 10% to 20% depending on the service provided will apply to the overall cost. In the case where the relevance of the complaint cannot be physically and evidently proven, an additional charge of £20 will be added to the overall cost to cover the investigator's expenses. Each customer complaint usually requires 2 to 14 days to be closed up and written report will be produced to the affected customer.

5. What if the service requested does not met my requirements?

An investigator will be sent to measure the clashes between the requested specifications and the performed services. If the service needs to be re-booked in order to fulfil the customer's satisfaction, no additional charge to the overall cost of the service will occur and 10% to 20% discount will apply depending on the services requested. However, in the case where the relevance of the complaint cannot be physically and evidently proven, an additional charge of £20 will be added to the overall cost to cover the investigator's expenses.

6. When do I pay for a service?

We issue invoices on a performed work. We are flexible in the different ways we deliver invoices to you (i.e. via post, e-mail, fax etc.). You are required to pay within 30 days (1 calendar month) of the issue date shown on the invoice. The due date is also displayed on each invoice for your convenience.

7. What if I don't pay my invoice before the due date?

If you have requested an additional time to clear an outstanding invoice we might consider your request and approve it. However, if you miss your due date you will be contacted by Diaplam with the request to clear the outstanding amount within 5 working days (starting from the next working day after the due date on your invoice). If you fail to arrange a payment within this period you will be charged an interest which is equal to 2% above the current UK base rate specified by The Bank of England. For more details please visit our Terms & Conditions.

8. Can I cancel an already booked service?

Yes, you can. However, there are certain requirements to our cancellation policy that you need to be aware of. The minimum period of notification about the cancellation is between 2 and 6 hours (depending on the service requested). If cancelation is received after the period a 20% deposit will charged to your account. However, if you request a cancellation at or after the specified in the booking time and date you will be required to pay for the service even if the service cannot be supplied due to the customer's fault.

9. Is Diaplam insured for the services they provide?

Yes, Diaplam have an insurance policy that is covering Employers liability (£10m), Public Liability (£2m) and Professional Indemnity (£1m).

10. Can I book a service on a regular basis?

As a company which is ambiguously trying to grow in scope, we are welcoming regular service provision. Therefore, all clients who seek regular services are more than welcome to contact our office. True dedication and quality are guaranteed.