Complaints Procedure

At Bigness, we value our clients and take all feedback seriously. While we aim to deliver every project to the highest standard, we understand that concerns may arise. This procedure explains how to raise a complaint and how we will handle it.

Step 1 – Raise Your Concern

If you are unhappy with any aspect of our service, please contact us as soon as possible. You can raise your concern with your site manager, project manager, or head office.

  • By phone: 020 7183 5768

  • By email: office@bigness.co.uk

  • By post: Suite RA01, 195–197 Wood Street, London, E17 3NU

We recommend putting your complaint in writing so that we can keep a clear record.

Step 2 – Acknowledgement

We will:

  • Acknowledge your complaint within 5 working days.

  • Provide you with the name and contact details of the person handling your complaint.

Step 3 – Investigation

Your complaint will be investigated by a senior manager not directly involved in the matter. We may contact you for further information or to arrange a meeting.

  • Most complaints are resolved within 10–15 working days.

  • If more time is required, we will inform you and provide updates until the matter is resolved.

Step 4 – Outcome

Once our investigation is complete, we will provide you with a written response setting out:

  • The findings of our investigation

  • Any actions we will take to resolve the matter

  • Proposed remedies, if applicable

Step 5 – Escalation

If you are not satisfied with our response, you may escalate the complaint by writing to the Managing Director. Your complaint will be reviewed independently, and you will receive a final response within 20 working days.

Step 6 – External Resolution

If you remain dissatisfied after exhausting our internal procedure, you may seek further guidance or resolution through external bodies such as:

  • Federation of Master Builders (FMB) (if applicable)

  • Trading Standards or local authority consumer services

  • Alternative Dispute Resolution (ADR) providers

Our Commitment

We aim to:

  • Treat every complaint seriously and fairly

  • Resolve issues as quickly as possible

  • Learn from complaints to improve our services

Your trust matters to us. We want every client to feel confident that their concerns will be handled with care, transparency, and professionalism.

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