Last updated: 1 January 2026
A formal three-stage process for raising and escalating complaints about Stonebridge Builds.
I take complaints seriously and aim to handle every concern fairly, promptly and transparently. This procedure sets out a structured route for raising and escalating a complaint about Stonebridge Builds. Following this procedure does not affect any statutory rights you have under UK consumer law.
This procedure applies to any complaint relating to a service quoted, booked or delivered by Stonebridge Builds. It covers complaints about workmanship, communication, scheduling, invoicing, conduct on site, and any other aspect of how a project has been handled.
Most concerns can be resolved quickly by raising them with me directly. Please email info@stonebridgebuilds.co.uk with the heading “Complaint — [your project reference or property address]” and include a summary of the concern, the outcome you would like to see and any relevant supporting information.
I will acknowledge your complaint within 2 business days. I aim to provide a substantive response within 10 business days. Where the complaint is straightforward, I will normally propose a resolution within that response.
If you are not satisfied with the outcome at Stage 1, you may request a formal review. A formal review is a structured re-examination of the complaint and the response provided. Please ask for a Stage 2 review in writing within 28 days of receiving the Stage 1 response, explaining what you consider to be unresolved.
I will acknowledge a Stage 2 request within 2 business days and aim to provide a written formal review decision within 20 business days. The Stage 2 response will explain the conclusions reached and any further action proposed.
If the matter remains unresolved after Stage 2, both parties will consider whether the complaint can be settled through alternative dispute resolution. This may include independent mediation by an appropriate third-party service. Each party will bear its own costs unless otherwise agreed in writing.
Where the complaint relates to data protection, you also have the right to contact the Information Commissioner’s Office at ico.org.uk.
All complaints are recorded in writing. Each complaint is reviewed on its own facts. Where a complaint is upheld, I will explain what went wrong, what I am doing to put it right and what steps I am taking to prevent it happening again. Where a complaint is not upheld, I will explain the reasons in writing.
Complaints are handled confidentially. Information about the complaint is shared only with people who genuinely need it in order to investigate or resolve the matter.
To raise a complaint at any stage, email info@stonebridgebuilds.co.uk.