The Nursery & School Renovation Company – Complaints Procedure
At The Nursery & School Renovation Company, we are committed to delivering high-quality design and build works and a professional client experience. We recognise that on occasion concerns may arise, and we want to iterate we take all complaints seriously. This procedure explains how clients can raise a complaint and how we will respond.
1. Purpose of this Procedure
- To provide a clear, simple process for making a complaint
- To ensure all complaints are investigated fairly and promptly
- To outline the steps we will take to resolve issues and prevent recurrence
2. How to Make a Complaint
You may raise a complaint by Email to sales@theschoolrenovationcompany.co.uk
Subject line: Complaint – [Your Name/Organisation]
Please include:
- Your name and organisation
- Contact details
- Project/site reference (if applicable)
- A clear description of the issue
- Relevant dates, photographs, or supporting documents
3. Our Complaints Handling Process
Step 1: Acknowledgement (Within 2 Working Days)
Once we receive your complaint, we will:
- Confirm receipt by email or telephone
- Provide the name of the person handling your complaint
- Request any additional information if required
Step 2: Investigation (Within 10 Working Days)
A senior member of the team (usually the Contracts Manager or Project Lead) will:
- Review project files, emails, drawings, site records and contractual documents
- Speak with relevant staff, subcontractors, or site personnel
- Contact you for clarification if needed
If the investigation requires longer (e.g., due to site inspections or subcontractor involvement), we will inform you of the revised timeframe.
Step 3: Response (Within 10–15 Working Days)
You will receive a formal written response setting out:
- Our findings
- Whether the complaint is upheld, partially upheld, or not upheld
- Proposed actions, corrective works, or remedies
- Timescales for resolution
Step 4: Resolution and Corrective Action
If corrective works or contractual remedies are required, we will:
- Agree a timetable that minimises disruption
- Provide written confirmation once works are completed
- Implement internal quality improvements if required
4. Escalation Procedure
If you are not satisfied with our response, you may escalate your complaint to the Company Director by replying to the written response and requesting escalation.
The Director will:
- Conduct an independent review
- Issue a final written decision within 10 working days
This represents the final stage of our internal complaints process.
5. Data Protection
All complaints are handled in accordance with GDPR.
Your personal information will only be used for managing the complaint and improving our services.
6. Continuous Improvement
Complaints are reviewed quarterly by senior management to:
- Identify patterns or recurring issues
- Improve processes, workmanship, communications and subcontractor performance