Member template
Builder Standard, Customer Complaints Procedure
A professional complaints procedure provides both contractor and customer with a clear route to resolve problems before they escalate. Edit the placeholders, add your own timescales and issue it with every contract.
1. Purpose
[Company name] is committed to delivering work to a professional standard. If something goes wrong, we want to know about it and put it right quickly.
This procedure explains how to raise a complaint with us, what we will do, and how long it will take.
2. How customers raise a complaint
Complaints may be made in writing by email to [email address], by post to [address], or by telephone on [telephone number] followed by written confirmation.
Please include your name, project address, project reference and a description of the issue, with photographs where helpful.
3. Acknowledgement timescale
We will acknowledge your complaint in writing within [X] working days of receiving it and confirm who is dealing with it.
4. Investigation
We will review the contract, project records, correspondence, photographs and any site evidence, and speak to the people involved.
Where an inspection is needed, we will arrange a mutually convenient time within [X] working days.
5. Response
We will provide a written response within [X] working days of acknowledgement, setting out our findings, any remedial work proposed and the timescales for completing it.
If we need longer, we will tell you why and give a revised date.
6. Escalation
If you are not satisfied with our response, you may ask for the matter to be reviewed by [name / role, for example the Managing Director].
A written escalation response will be issued within [X] working days.
7. Dispute resolution
If the complaint remains unresolved after escalation, we will discuss an independent route with you, which may include mediation, adjudication or another alternative dispute resolution service.
Nothing in this procedure affects your statutory rights.
8. Record keeping
All complaints are logged with the date received, the project reference, the nature of the complaint, actions taken, the response issued and the date of resolution.
Complaint records are retained for [X] years and reviewed periodically so we can improve how we work.
9. Contact details
[Company name], [Address]
Email: [email address] · Telephone: [telephone number]
Responsible person: [name and role]
This template is a starting point provided to Builder Standard members. Members remain responsible for ensuring their policies are appropriate for their business and their legal obligations. It is not legal advice.
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