Legal information
Complaints Procedure
- Version date
- September 2026
- Applies to
- This website and enquiries made through it
1. How to raise a concern
Please submit your concern in writing via email so the details, project address, dates, and requested outcome are clear. For urgent site safety matters, please also contact us by phone immediately.
2. Acknowledgement
We will acknowledge receipt of your complaint within 2 business days, confirm who is handling your matter, and outline the next steps for investigation.
3. Investigation
We will thoroughly review relevant project contracts, site logs, inspection reports, messages, and photographs. Where appropriate, we may schedule a site visit or meeting to discuss the matter directly.
4. Response & Resolution
We aim to provide a full written response within 10 business days of acknowledgement, setting out our findings, proposed remedial actions, or resolution terms.
5. Formal Review & Dispute Resolution
If you are not satisfied with the outcome, you may request a final management review. If a matter remains unresolved, statutory dispute resolution procedures specified in your project building contract (such as adjudication or mediation) shall apply.
Questions about this page
If anything here is unclear, or you want to exercise a right described above, contact us and we will respond in writing.