Complaints Procedure

Our Commitment

We want every client to be happy with their project. If something is not right, we would rather hear about it early so we can fix it. Raising a concern will never affect how we treat you or your project.

Step 1: Talk to Your Project Manager

Most issues are resolved quickly on site. Speak to your project manager first, in person, by phone or by WhatsApp, and tell them what is wrong and what you would like us to do. They will agree the next steps with you.

Step 2: Make a Formal Complaint

If the issue is not resolved, or you would rather put it in writing, email [email protected] with "Complaint" in the subject line, or write to us at Unit 16, Office 2, Oliver Business Park, Oliver Road, London NW10 7JB.

Please include:

• Your name and the property address.
• What the problem is, with photos if possible.
• What you would like us to do to put it right.

We will acknowledge your complaint within 2 working days and send you a full written response within 7 working days. If we need longer, for example to arrange a site inspection, we will tell you why and give you a date.

Step 3: Escalation to a Director

If you are not satisfied with our response, ask for your complaint to be reviewed by a director of the company. The director will review everything, may visit the property, and will reply in writing within 10 working days. If we need longer, we will tell you why and give you a date.

Step 4: Independent Help

If we still cannot resolve your complaint, you can ask for independent help:

TrustMark. We are a TrustMark registered business. TrustMark can help resolve disputes between homeowners and registered businesses. Visit the TrustMark complaints process.

Federation of Master Builders. We are members of the FMB, which can help resolve disputes between customers and its members. Visit the FMB dispute resolution page.

Defects After Handover

If something goes wrong with our work after handover, contact us straight away. Defects covered by our guarantee are put right at no cost to you, and urgent issues, such as leaks or electrical faults, are covered by our 24/7 emergency response.

Your Rights

This procedure does not affect your legal rights as a consumer. Any information you give us about a complaint is handled in line with our privacy policy.