Complaints Procedure
We aim to handle concerns in a clear, respectful and practical manner. This procedure explains how to raise a concern with BLAKES CONSTRUCTION (SW) LIMITED and the steps we follow when reviewing it.
A Clear Way to Raise a Concern
BLAKES CONSTRUCTION (SW) LIMITED aims to provide clear communication and a professional experience when discussing residential building projects.
If something has not met your reasonable expectations, we encourage you to contact us so that the matter can be understood and reviewed.
We encourage concerns to be raised as soon as reasonably possible. Early communication can often help clarify information and resolve a matter efficiently.
What We Can Review
This procedure may be used for concerns relating to our website, communication, enquiry handling or agreed project support.
Examples may include:
- A concern about the clarity of information provided during an enquiry.
- A concern about communication or response times.
- A concern about an agreed area of project support.
- A concern about information or communication associated with an ongoing project discussion.
- A concern about the way a matter has been handled and communicated.
Where a matter relates primarily to another independent project participant, we may explain which aspect is outside our direct scope and provide any relevant clarification we can reasonably give.
How to Raise a Concern
Concerns should preferably be sent in writing by email so that the relevant information can be reviewed accurately.
You can also contact us by telephone if that is more convenient. Where appropriate, we may ask for the concern to be confirmed in writing.
Information to Include
Providing clear information helps us understand the matter and respond efficiently.
Where relevant, please include:
- Your name and preferred contact details.
- The general project or enquiry reference, if one has already been provided.
- A clear description of the concern.
- The date or approximate period when the matter occurred.
- Any relevant correspondence or information that helps explain the matter.
- The outcome or clarification you would like us to consider.
Please only provide information that you are authorised to share. Unnecessary personal or unrelated information should not be included.
Our Review Process
Once a concern has been received, we will review the information provided and determine the appropriate next step.
Clear Response Times
We use the following target periods to help keep the process clear and manageable.
These are business-day targets. If additional information is required from you or another relevant project participant, the review period may need to be extended accordingly.
Our Response
Our response will normally explain what we have understood about the concern, the information considered and the outcome of our review.
Where appropriate, we may also explain any practical steps that can be taken to clarify or improve the situation.
Where the available information does not allow us to reach a clear conclusion, we may request further information before completing the review.
Our aim is to provide a response that is clear, relevant and proportionate to the matter raised.
Further Review
If you remain dissatisfied after receiving our response, you may contact us again and explain which part of the response you would like us to reconsider.
Where a further review is appropriate, we aim to acknowledge the request within 2 business days and normally provide a further response within 10 business days.
Where additional information or a more detailed review is required, the matter may take up to 20 business days to progress.
Complaint Records
We may retain relevant correspondence and records relating to a concern so that the matter can be properly reviewed and any agreed follow-up can be managed.
General complaint correspondence will normally be retained for the period reasonably required to complete the review and for up to 30 days after the matter has been closed, unless a longer period is reasonably required for an ongoing project record or applicable requirements.
Information is handled in accordance with our Privacy Policy.
Learning From Feedback
Concerns and feedback can help identify areas where communication, information or processes could be clearer.
Where a recurring or reasonable improvement is identified, we may review the relevant website information, communication process or internal procedure.
Any improvement will be considered in the context of the Company’s services, available information and the circumstances of the matter raised.
Changes to This Procedure
This Complaints Procedure may be updated when our website, communication process or business arrangements change.
Any revised version becomes effective immediately when it is published on this website.
Visitors are encouraged to review this page periodically where they wish to remain familiar with the current procedure.
Contact BLAKES CONSTRUCTION (SW) LIMITED
To raise a concern or ask a question about this procedure, please contact us using the details below.
Customer Care
72 Dragon Road, Winterbourne, Bristol, United Kingdom, BS36 1BJ
Telephone: +44 7615 039427
Email: blakesconstructionsw@outlook.com
Written concerns are normally acknowledged within 2 business days.