Last updated: 11 October 2026
We aim to deliver work to a high standard. If you are unhappy with any part of our service, we want to hear about it and put it right.
How to complain
Send your complaint through the form on our Contact page. Please say it is a complaint and include your name, the service concerned and what went wrong.
What happens next
- We will acknowledge your complaint within 2 working days.
- We aim to reply in full within 10 working days.
- If we need longer, we will tell you why and when to expect an answer.
- Our reply will explain our findings and any action we will take.
If you are still not satisfied
You may ask for the complaint to be reviewed by an independent person who was not involved in the original work. If it still cannot be resolved, we will agree to try mediation through a recognised body such as CEDR before either party starts legal proceedings.
Learning from complaints
We record every complaint and use it to improve how we work.