For clarity, you requested that your original appointment be cancelled following incorrect information provided by the Property Care Association (PCA), an error which the PCA subsequently acknowledged, corrected and formally apologised for.
Following your cancellation, the appointment was immediately allocated to another client from our waiting list due to high demand.
You subsequently requested that your appointment be reinstated, stating in your own words:
"As I am now satisfied that Damp Pro is a genuine company, I will now cancel the poor review I left on Trustpilot and complete your invoice payment if you are able to come back with confirmation that the appointment for the 6th is still available?"
Throughout our correspondence, we treated you with the utmost courtesy, respect and professionalism. However, we do not consider it appropriate for the removal of a negative review to be presented as conditional upon us agreeing to reinstate an appointment.
Under these circumstances, we firmly believe we made the right decision in declining your instruction, and we stand by that decision.
For transparency, we have included below the formal correspondence received from Hannah Clarke, Chief Membership & Commercial Officer at the PCA, confirming Daniel Thomas's membership and acknowledging the incorrect information originally provided.
Dear Daniel,
Further to our correspondence last week, I am writing to formally acknowledge and clarify an error made by a PCA staff member when responding to an enquiry from one of your customers regarding your PCA membership status. Unfortunately, the customer was incorrectly advised that your company was not a member of the Property Care Association (PCA). I would like to formally confirm that Daniel Thomas of Damp Pro is and was at the time of the enquiry (1 October 2026), a registered member of the PCA.
As previously discussed, we fully acknowledge that the information provided was incorrect and sincerely regret any confusion, concern or inconvenience this may have caused.
We recognise the importance of PCA membership and the confidence and reassurance it provides to customers when selecting a contractor. We also appreciate that providing inaccurate information regarding a company's membership status has the potential to undermine that confidence.
Please accept this letter as our formal acknowledgement of the error and confirmation of your membership status. You are welcome to share this correspondence with your customer to clarify the situation and provide reassurance regarding your PCA membership.
Once again, please accept our sincere apologies for this oversight.
Kind regards,
Hannah Clarke
Chief Membership & Commercial Officer
