Complaints Procedure

Complaints Procedure for House Extensions London

House Extensions London aims to provide a professional, clear and reliable service for homeowners planning extensions across London. If something has gone wrong, we want to know so we can investigate and respond properly.

How to make a complaint

Please contact us with as much detail as possible so we can understand the issue. Include your name, contact details, project address or postcode, and a clear description of the problem.

Email: info@houseextensionslondon.com

Phone: 07340005848

What to include

• Your full name and preferred contact method.
• The property address or project postcode.
• A summary of what happened and when it happened.
• Any relevant photos, documents, emails or messages.
• What outcome you are asking us to consider.

Step 1: Acknowledgement

We will acknowledge your complaint after receiving it and confirm that it is being reviewed. If we need more information, we will ask you for it.

Step 2: Review and investigation

We will review the details, check relevant project information and speak with the appropriate person or team member where required.

Step 3: Response

We will provide a response explaining our findings and, where appropriate, the proposed next steps. This may include clarification, corrective action, further inspection or another suitable resolution.

Urgent issues

If your concern relates to an urgent safety matter, please call us as soon as possible rather than relying only on email.

If you are not satisfied

If you are not satisfied with our first response, please reply explaining why. We will review the matter again and consider whether any further action is appropriate.

Records and privacy

We may keep records of complaints and related correspondence to help manage the issue and improve our service. Personal information is handled in line with our Privacy Policy.