Complaints Procedure

At Bigness Built Environment, we take concerns about our services and workmanship seriously.

If something has fallen short of the agreed requirements, please tell us. We will review the circumstances, explain our findings and take appropriate action where we are responsible.

This procedure applies to Building Compliance, Building Maintenance, Building Improvements and Managed Building Operations.

1. Tell Us About Your Concern

You can raise a concern with your Bigness contact or contact our office directly.

Telephone: 020 7183 5768
Email: office@bigness.co.uk

Postal address:
Bigness Limited
Suite RA01
195–197 Wood Street
London
E17 3NU

Please provide:

• your name and contact details;
• the property address;
• the quotation, invoice or project reference, if available;
• a description of the concern and when it arose;
• relevant photographs or supporting documents;
• the outcome you would like us to consider.

Written complaints help us maintain a clear record, but you may also contact us by telephone.

If the issue involves an immediate safety risk or active damage, please make this clear when contacting us. Do not wait for the complaints process before seeking appropriate emergency assistance.

2. Acknowledgement

We will acknowledge your complaint within five working days of receipt.

We will identify the person handling it and explain the next steps. If further information is needed, we will tell you what would help our investigation.

3. Investigation

We will review the agreed scope, relevant communications, work records and any supporting evidence.

Where necessary, we may arrange a site inspection or obtain input from the specialist responsible for the work. Please provide reasonable access so that the concern can be assessed.

Where practicable, the review will involve someone who was not directly responsible for the matter complained about.

We aim to provide a substantive written response within 15 working days of receiving your complaint. If an inspection, specialist assessment or further evidence requires more time, we will explain the reason and give you a revised response date.

4. Our Response

Our written response will explain:

• what we investigated;
• our findings and the reasons for them;
• whether further investigation or remedial action is required;
• any proposed remedy and its expected timescale;
• how to request a further review.

Where we identify a defect for which Bigness is responsible, we will arrange an appropriate remedy in accordance with the applicable contract and your legal rights.

If we consider that the issue falls outside our responsibility, we will explain why. Any proposed chargeable investigation or additional work will be discussed before it proceeds.

5. Request a Further Review

If you remain dissatisfied, write to office@bigness.co.uk, marking your message “Complaint Escalation – Managing Director”.

Please explain which findings or proposed actions you disagree with and provide any additional evidence.

The Managing Director, or an appropriate person appointed to conduct the review, will reconsider the complaint. Where practicable, this person will not have conducted the initial investigation.

We aim to issue a final written response within 20 working days of receiving your escalation. If more time is needed, we will explain why and provide a revised date.

6. External Advice and Resolution

If the complaint remains unresolved, you may seek independent advice or consider an appropriate external dispute resolution process.

Depending on the circumstances, this may include:

• Citizens Advice consumer services;
• a relevant trade association or accreditation scheme, where the work and contractor are covered;
• an appropriate Alternative Dispute Resolution provider;
• mediation, statutory adjudication or court proceedings, where applicable.

Where required, our final response will identify an appropriate ADR provider and explain whether Bigness is willing or obliged to participate.

Participation in a particular trade association or resolution scheme will be confirmed where relevant.

Your Rights

Using this procedure does not restrict your statutory rights, any applicable right to adjudication or your ability to seek urgent legal relief. It does not extend legal time limits.

Complaints about completed work will be assessed against the scope and terms applicable to that appointment.

Read our Service Terms & Conditions and Our Guarantee for further information.

Our Commitment

We will handle complaints respectfully, consider the available evidence and communicate clearly about the outcome.

We also use findings from complaints to improve how we plan, coordinate and deliver our services.

Working days means Monday to Friday, excluding public holidays in England.