Customer care
Complaints procedure
We hold contractors to a standard of complaint handling, so we publish our own.
1. Tell us
Email hello@builderstandard.co.uk or write to Builder Standard Ltd, Unit 4, Kingsmere Yard, Oxford OX2 6HN. Include your account or project reference and what you would like us to put right.
2. Acknowledgement
We acknowledge every complaint within 3 working days and tell you who is handling it.
3. Investigation
We review the account, project records and any verification evidence involved, and respond in full within 20 working days. If we need longer, we will explain why and give a revised date.
4. Escalation
If you are not satisfied with the outcome, you may ask for the decision to be reviewed by a director. Nothing in this procedure affects your statutory rights.
Complaints about a builder
Complaints about a contractor using the platform should be raised with that contractor under their own complaints procedure. Builder Standard can record the complaint against the project passport but does not adjudicate contractual disputes.