Complaints Procedure
We work hard to get every job right. If something is not right, we want to hear about it, because the sooner we know, the sooner we can put it right.
Our commitment to you
Granite Builders is a family-run business, a member of the Federation of Master Builders and TrustMark registered. We take every concern seriously and treat it as a chance to put things right and to improve. You will always be listened to, and you will never be made to feel awkward for raising something.
How to make a complaint
If you are unhappy with any part of our work or service, please get in touch as soon as you can. It helps us if you can tell us your name, the address of the project, what the problem is and what you would like us to do to resolve it. You can reach us by:
- Phone: 07946 046935
- Email: info@granitebuilders.co.uk
- In writing: Granite Builders, Cirrus Building, 6 International Avenue, ABZ Business Park, Aberdeen, AB21 0BH
What happens next
We acknowledge
We aim to acknowledge your complaint within 5 working days of receiving it, so you know it is being dealt with.
We investigate
We look into what happened, and where it helps we will arrange a visit to see the work and talk it through with you.
We respond
We give you a full response in writing, normally within 21 days. If it will take longer, we keep you updated on our progress.
In most cases a conversation and a clear plan are enough to put things right. Our aim is always to reach a fair outcome that you are happy with.
If you are still not satisfied
If we cannot resolve your complaint between us, you do not have to let the matter rest there. As a Federation of Master Builders member and a TrustMark registered business, our work is backed by access to independent dispute resolution.
You can ask the Federation of Master Builders about their independent dispute resolution service, and work carried out under our TrustMark registration is covered by an alternative dispute resolution process. We will give you the correct contact details and guide you through the next steps for your project.
Your guarantees
Our workmanship is covered by a written guarantee, and through our TrustMark registration your project can be protected by an Insurance Backed Guarantee, so your investment is protected even in the unlikely event that we could not return to put something right. Please also see our vulnerable customer policy for the extra care we take with customers who need it.
Reviewing this procedure
We review this procedure regularly to make sure it stays clear, fair and in line with the standards expected of a Federation of Master Builders member and TrustMark registered business.
Raise it with us
We would always rather hear about a concern than have you sit with it. Get in touch and we will help.
Granite Builders
Phone: 07946 046935
Email: info@granitebuilders.co.uk
Call Us Today