Complaints procedure

How It Works

If you have a concern

1. Raise it as soon as possible. Use the contact details shown on your proposal or invoice.
2. Explain what happened. Include the project reference if available and explain what you would like reviewed.
3. The information is considered. This may include the agreed scope, proposal, photographs and project records.
4. The outcome is explained. Where appropriate, practical next steps may include an inspection, repeat performance or another suitable remedy.

Complaints will be handled courteously and without pressure. Raising a complaint does not remove any rights the customer has under applicable consumer law.

Independent advice

If a concern cannot be resolved directly, the customer may wish to seek independent advice from Citizens Advice Scotland or Advice Direct Scotland.