Complaints Procedure

At 24 British Builders Ltd, we are committed to delivering services of the highest quality.
However, we recognise that, on occasion, concerns or complaints may arise. We take every complaint seriously,
as it provides us with an opportunity to put things right and to improve our service.

This procedure sets out how to raise a complaint and how we will handle it fairly, promptly, and transparently.

Stage 1 – Informal Resolution

Most concerns can be resolved quickly and informally.

Raise the matter directly with the Manager of the relevant department.
The Manager will aim to resolve the issue immediately or within 5 working days.

Stage 2 – Formal Complaint

If you are not satisfied with the outcome at Stage 1, or if the matter involves the departmental manager directly,
you may submit a formal complaint.

Send a written summary of your complaint to
enquiries@british-builders.co.uk,
quoting the department and project concerned.
Your complaint will be acknowledged within 3 working days.
A Senior Manager not involved in the original matter will review your case.
A full investigation will be carried out.
You will receive a written response within 15 working days outlining findings, actions taken,
and the proposed resolution.

Stage 3 – Independent Review

If you remain dissatisfied with our Stage 2 response, you may request an independent review.

Email enquiries@british-builders.co.uk
with the subject line “Complaint Escalation – Stage 3”.
Your complaint will be reviewed by the Head of Risk & Compliance / HRM, who will not have been involved earlier.
You will receive an acknowledgement within 3 working days.
A final response will be issued within 15 working days.

Stage 4 – Final Escalation

If your complaint is still not resolved after Stage 3, or if more than 8 weeks have passed since you first raised it,
you may escalate the matter to the Company Director.

Complaints must be referred to the Director within 12 months of the original issue.
The Director will review all previous steps and ensure the process has been fair.
A final written decision will be issued.

Our Commitment

All complaints are handled with fairness, respect, and confidentiality.
Where mistakes have been made, we will acknowledge them and take corrective action.
We analyse complaint data to identify trends and improve services.
Complaints involving serious matters such as health & safety, financial impropriety,
or modern slavery concerns will be prioritised and may be escalated immediately
to senior management or external authorities, as required by law.