Last updated: 2 September 2026
Something has gone wrong and you want it fixed. This says exactly where to write, who will deal with it, how long each stage takes, and where you can go if we cannot put it right between us. We would always rather hear from you early.
1. Our commitment to you
- We acknowledge every complaint, and we do it quickly.
- One named person owns your complaint from start to finish.
- We give you a timescale at the outset, and we tell you if it slips.
- We put right what we got wrong, without argument where the fault is ours.
- Where we do not accept fault, we say so plainly and explain why, rather than leaving you to guess.
Using this Procedure does not affect your rights under the Consumer Rights Act 2015 or your right to take legal action, and no time limit here shortens a limitation period.
2. How to complain
| Details | |
|---|---|
| enquiries@british-builders.co.uk, with COMPLAINT in the subject line | |
| Phone | 0330 912 7443, and ask to raise a complaint |
| Post | 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, marked for the attention of the Customer Care Manager |
| In your account | Reply on the job in My Account, where the work is listed |
What helps us. Your name and how to reach you, the address of the property, the job or invoice number if you have it, what has gone wrong, when you noticed, and what you would like us to do. Photographs help a great deal.
If none of that is to hand, please still complain. We will find the record. Not having a job number is never a reason to wait.
Complaining for someone else. You may complain on behalf of another person, for example a relative or a tenant. We will need their authority before we discuss their information with you.
If writing is difficult, telephone us and we will take the complaint down and read it back to you. Tell us if you need us to communicate in a particular way and we will.
3. Stage one: we look into it
| What happens | When |
|---|---|
| We acknowledge in writing and give you the name of the person dealing with it | Within 2 working days |
| We investigate: we read the file, speak to the people who attended, and inspect the work if we need to | Straight away |
| Where an inspection is needed, we offer an appointment | Within 5 working days |
| We give you our answer in writing, explaining what we found and what we will do | Within 10 working days of acknowledgement |
| If we need longer, we tell you why and give you a new date | Before the original date passes |
Putting it right. Where the fault is ours we return and correct the work at our cost. Where correcting it is impossible or disproportionate, we will discuss a reduction in the price or another remedy with you.
4. Stage two: a fresh pair of eyes
If our stage one answer does not resolve matters, tell us within 20 working days and we will review it. Please say what you disagree with, so the review is aimed at the right thing.
| Details | |
|---|---|
| Who reviews it | a director, who has not handled the complaint before |
| How long | 15 working days. If the matter is complex we tell you and give a date |
| What you get | Our final answer, saying so, and telling you where you can take the matter next |
5. If we still cannot agree
| Where | For what |
|---|---|
| the FMB dispute resolution service | An independent scheme that considers disputes between customers and contractors. Usually quicker and cheaper than court |
| Federation of Master Builders | We are an FMB member and our workmanship is subject to independent inspection under its membership requirements |
| Your insurance-backed warranty | Where your job carries one. The policy documents explain how to claim, and we will supply them again on request |
| Gas Safe Register | Complaints about gas safety |
| NICEIC | Complaints about electrical work |
| Information Commissioner's Office | Complaints about how we handled your personal information, at ico.org.uk |
| The courts | You retain the right to take legal action. Nothing here is a condition of doing so |
6. Complaints about our people
If a member of our team, or a subcontractor working for us, has behaved unacceptably, tell us. We treat those complaints as serious and confidential, and any allegation of discrimination or harassment is investigated by a director.
We will not share the details of disciplinary action taken against an individual, because that is their personal information. We will always tell you that action was taken.
We expect our people to be courteous under pressure, and we ask the same. We will not continue a conversation that becomes abusive or threatening, and we will say so at the time and continue in writing instead. That is about behaviour, never about the complaint being unwelcome.
7. What happens afterwards
Every complaint is logged with its cause and its outcome, and reviewed by our management. Where a cause repeats we change the process rather than repeating the apology. Complaint records are kept for six years, in line with our Privacy Notice.
| Details | |
|---|---|
| enquiries@british-builders.co.uk | |
| Phone | 0330 912 7443 |
| Post | 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ |