Complaints Policy

Oakridge Builds is committed to providing high-quality residential joinery and construction services. We recognise that, occasionally, things may not go as expected. This Complaints Policy sets out how to raise a concern with us and how we will respond.

1. Our commitment

Every complaint is taken seriously. We aim to handle complaints fairly, transparently, promptly and respectfully. Raising a concern will not affect any ongoing project or our willingness to work with you in future.

2. How to raise a complaint

If you are unhappy with any aspect of our service, please contact Suraj Singh directly at oakridgebuildsss@gmail.com. To help us investigate quickly, please include:

• Your full name, project reference (if any), and the property address relevant to the complaint.
• A clear description of the issue, including dates and any relevant background.
• Photographs or documents (e.g. quotation, scope, correspondence) where applicable.
• The outcome you are hoping for.

3. Our response timeline

• Within 2 business days — we will acknowledge receipt of your complaint.
• Within 10 business days — we will provide an initial response, including any further information we need from you, or our proposed resolution.
• Within 30 days — for more complex matters, we will provide a full written response.

4. Investigation

We will review the project records, scope, quotation, communications and any photographs or evidence you provide. Where appropriate, we may request a return visit to inspect the work. You will be kept informed of progress throughout.

5. Resolution

Where a complaint is upheld, we will agree a reasonable remedy with you. This may include:

• Returning to rectify or complete work at no further cost.
• A price adjustment or refund consistent with our Refund Policy.
• An apology and a clear explanation of what went wrong and how it will be prevented.

6. If you are still not satisfied

If we cannot reach an agreed resolution, you may seek assistance from an appropriate independent mediation or alternative dispute resolution provider, or pursue your rights through the courts of England and Wales. Nothing in this policy affects your statutory rights as a consumer under UK law.

7. Confidentiality

Complaints are handled in confidence. Information provided as part of a complaint is used only to investigate and resolve the matter and is retained in line with our Privacy Policy.

8. Contact

All complaints should be sent to oakridgebuildsss@gmail.com.