Complaints Procedure
If you are unhappy with our work or service, please tell us so we can put it right. We treat every complaint seriously and use it to improve.
1. How to complain
Contact us by email at alex@upsizeproperty.com, by phone on 0800 193 9030, or by post to our registered office: 4 Blenheim Court, Suite 595, Peterborough, PE1 2DU. Please include your name, address, the job and what has gone wrong.
If we are working for your landlord or housing provider, you can also complain through them, and we will work with them to resolve it.
2. What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and who is dealing with it. | Within 2 working days |
| Stage 1: investigation | We look into it, visit if needed and give you a full written response. | Within 10 working days |
| Stage 2: Director review | If you are not satisfied, the Director reviews the complaint and our response. | Within 10 working days of your request |
If we need longer, we will tell you why and when to expect a response. Urgent safety issues, such as leaks or electrical faults, are attended to as a priority.
3. If you are still not satisfied
Social housing residents can refer the complaint to their landlord’s complaints process and then to the Housing Ombudsman. Homeowners can seek independent advice from Citizens Advice.
4. Learning from complaints
All complaints are logged and reviewed by the Director as part of our quality management review.
This policy is issued by Upsize Property Renovation Ltd (Company no. 15856524, registered office 4 Blenheim Court, Suite 595, Peterborough, PE1 2DU). It is available to employees, subcontractors and clients, and a signed copy is available on request. Questions: alex@upsizeproperty.com.
Other policies
Peterborough-based, working 40 miles around
Upsize Property Renovation Ltd Headquarters: Peterborough, Cambridgeshire
In progress
In progress