COMPLAINTS POLICY

Upsize Property Renovation Ltd is committed to delivering consistent, high-quality multi-trade construction and refurbishment services. This policy outlines our formal approach to managing concerns raised by homeowners, contractors, developers, housing associations or any stakeholder involved in our projects.

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1. Commitment to Fair Handling
We aim to resolve concerns promptly, transparently and professionally, ensuring every complaint is handled with objectivity and in line with industry best practice.

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2. How to Make a Complaint
Complaints should be submitted to:
📧 alex@upsizeproperty.com
Please include:

• Your full name and contact information

• Site address or project reference

• Details of the issue

• Photographs or documents (if applicable)

 

3. Our Complaints Procedure
Stage 1 – Acknowledgement (within 2 working days)
We confirm receipt and assign a responsible manager.

Stage 2 – Investigation (within 10 working days)
We review:

• The original scope and specification

• Communication records

• Site conditions

• Subcontractor notes

• Relevant health & safety or quality documentation

A site visit may be arranged to assess the concern.

 

Stage 3 – Resolution
We issue a formal written outcome. Where upheld, this may include:

• Remedial works

• Re-performance of specific tasks

• Clarification of contract terms

• Explanation where the issue falls outside our responsibility

 

4. Escalation
If you remain dissatisfied, we may escalate the matter to an independent resolution service or follow any escalation procedure outlined in a B2B agreement.

 

5. Continuous Improvement
All complaints are logged, monitored and reviewed to identify training or process improvements.