Complaints Procedure

1. How to Raise a Concern

Please submit your concern in writing to our founder and managing director, Costas Joannides, at costas@oramadesignbuild.co.uk. Providing written details ensures we can track your matter precisely. Please include:

• Your full name, project address, and preferred contact telephone number.
• A summary of the issue, including relevant dates and any specific trades or stages involved.
• Any supporting documentation, such as site photographs, inspection notes, or message records.
• Your desired resolution or corrective action.
• Note: For urgent site safety, water ingress, or emergency structural concerns during active building works, please call 07940 077 994 immediately.

2. Formal Acknowledgement (Within 2 Business Days)

Within two business days of receiving your written concern, we will formally acknowledge receipt, confirm who is personally reviewing your case, and outline the initial steps being taken.

3. Investigation & On-Site Inspection

Costas Joannides or a designated senior manager will thoroughly review the project schedule of works, site diaries, sub-contractor logs, and engineering drawings.

Where visual inspection is required, we will arrange a prompt on-site visit to inspect the work directly and discuss the practical situation with you in person.

4. Written Decision & Remedial Proposal (Within 10 Business Days)

Within ten business days of our acknowledgement, we will issue a comprehensive written response detailing:

• Our factual findings and assessment of the issue against building standards and contract specifications.
• Any proposed corrective or remedial works, including a defined timeline and assigned trades.
• Any adjustments or clarifications to project accounting or schedule milestones where applicable.

5. Escalation & Independent Dispute Resolution

If our proposed resolution is not satisfactory, you may request a final executive review. If an impasse remains, we support independent dispute resolution pathways:

• Contractual Adjudication: Standard residential building agreements (such as JCT Minor Works or FMB contracts) provide for statutory adjudication for binding, interim resolution.
• Independent Mediation: We welcome professional construction mediation through accredited dispute services (such as the Centre for Effective Dispute Resolution - CEDR or the Royal Institution of Chartered Surveyors - RICS).
• Statutory Consumer Rights: Nothing in this procedure affects your legal rights under the Consumer Rights Act 2015 or your right to take legal action through the courts of England and Wales.