Complaints Procedure

1. How to complain

Email info@regulabuild.co.uk with "Complaint" in the subject line, or write to us at RegulaBuild Compliance Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

Please include:

• your name and contact details
• the project or property address, and any reference we gave you
• what happened and when
• what you would like us to do to put it right
• copies of any documents that help explain the problem

If you need us to communicate in a different way, for example by telephone or in large print, tell us and we will make reasonable adjustments.

2. What happens next

• We record your complaint and acknowledge it, normally within 5 working days.
• Where possible, someone who was not directly involved in the work reviews the records.
• We may ask you for more information, documents or access to the property. If our review will take longer than expected, we will tell you why.
• We send you a written response explaining what we found and what we will do to put things right, or why we have not upheld your complaint. We aim to do this within 20 working days.
• If you are not satisfied with our response, you can ask for a review by one of our directors within 10 working days of receiving it.

3. Specialists, certificates and building control

We may appoint qualified specialists to carry out parts of your work, and some decisions are made by building control bodies or other authorities. We deal with complaints about our own service in every case. If your complaint is about a certificate, a registered specialist or a building control decision, we will explain which organisation is responsible and help you raise it with them.

4. Complaints about personal information

If your complaint is about how we have used your personal information, the Complaints section of our Privacy Policy explains how we handle it. We will acknowledge it within 30 days.

5. If you are still not satisfied

If you are a consumer, you can get free, independent advice from Citizens Advice. Making a complaint does not affect your legal rights, including your right to go to court.