Complaints Procedure

Written Complaint

Where you feel that the level of service provided does not reflect our commitments, complaints should be:

 

Written, addressed to:

Mr M Wilson (Managing Director)

Unit 3 Lydden Farm

Valley Road

Margate

Kent

CT9 4LF

 

Please address all correspondence “Private and Confidential”

 

Verbal

 

If you need to complain verbally, please call our Managing Director. Your complaint will be recorded via Otter the dictation app. A copy of the transcript will be posted or emailed to you for approval before consideration and investigation.

 

Your complaint will be handled as follows:

 

• Once received (written) or acknowledged as accurate (verbal formal complaints) the compliant will be acknowledged within 3 days.

​​

• All complaints will be considered and investigated by the Managing Director within 21 days of receipt. A written response will be provided in all instances within this time frame.

 

• The complaint response will outline what measures have been taken to rectify the problem or address the concern.

 

 

• Where the complaint is not resolved to the mutual satisfaction of both parties, our Managing Director will arrange a meeting to discuss the concern personally in an attempt to resolve the issue.

 

If the complaint remains unresolved after following the above procedure the complainant will be advised that they may complain directly to:

 

The Building Safety Regulator

Contact the Building Safety Regulator - GOV.UK (www.gov.uk)

​

​

If you wish to have a copy of our full complaints process then you are welcomed to download a copy below here:

​

​

​