Complaints

How to complain

Tell us by email to [email protected], by telephone on 0203 490 8265, or in writing to 4 Collingham Road, London SW5 0LT.

Please tell us your name, the address of the property, what has gone wrong and what you would like us to do. Photographs help.

What we will do

1. We will confirm that we have received your complaint, and tell you who is dealing with it.
2. We will look into it. We may ask to visit the property to see the problem, and we will look at the photographs and records from your job.
3. We will reply in writing, explaining what we found and what we will do about it. If we need more time, we will tell you why and when to expect our reply.

If the problem is with our work and it is our responsibility, we will put it right, as our terms of business explain. Making a complaint does not affect your legal rights.

If you are not satisfied

If you are not satisfied with our reply, tell us, and a director of the company will review your complaint and reply in writing.

If we still cannot resolve it, our final reply will tell you whether an alternative dispute resolution (ADR) scheme — an independent body that helps settle disputes without going to court — is available for your complaint, and whether we are willing to use it.

You can get free, impartial advice from the Citizens Advice consumer service, at citizensadvice.org.uk, and you keep the right to take the matter to court.

Complaints about your personal information

You can complain to us in the same ways about how we use your personal information. We will acknowledge your complaint within 30 days, look into it without undue delay, and tell you the outcome. If you are not satisfied, you can complain to the Information Commissioner’s Office (ICO) at ico.org.uk. Our privacy notice has more about your rights.

Last updated: 23 October 2026.