Complaints procedure

1Raise your concern

Please tell us as soon as you can if you are unhappy with workmanship, service, communication, an invoice, an ongoing project, or information on this website. Raising it early gives both sides the best chance to understand what happened and decide what should happen next.

2What to include

Please include enough information for us to locate the matter and understand the outcome you seek:

• your name and the best way to contact you;
• your project, quotation, invoice, or reference number, if you have one;
• a clear description of the concern and when it arose;
• relevant photographs, messages, drawings, invoices, or other evidence; and
• the practical outcome you would like us to consider.

Do not send more personal information than is necessary to explain the complaint.

3How we handle it

We will record the concern, review the information available to us, and may ask questions or arrange an appropriate inspection where that is relevant. We will communicate the outcome or next practical step in writing so there is a clear record of what has been considered.

The time required depends on the nature of the concern, the evidence, access to the site, and any third parties involved. If we need more information or additional time to investigate, we will explain why.

4Your project contract and other routes

This procedure does not replace any notice, inspection, dispute-resolution, or complaint provision in your signed quotation or project agreement. If your agreement identifies a particular process or independent route, please tell us about it when raising the concern so it can be considered alongside this procedure.

Nothing on this page removes rights available under your contract or applicable law. Our website terms are available at Terms and conditions.

5Records and privacy

We use complaint correspondence and supporting material to investigate, communicate an outcome, and meet any relevant legal or contractual obligation. We keep it only for as long as needed for those purposes and according to the relevant project or business record requirements. Read our Privacy policy for more about personal data rights.