Complaints Procedure.

Summersmith Design Ltd
Last updated: 12th March 2026

1. Introduction

At Summersmith Design and Build, we aim to provide a high-quality construction service. If you are dissatisfied with any aspect of our work, we encourage you to raise your concerns promptly. This Complaints Procedure explains how we handle complaints fairly and efficiently.

2. How to Make a Complaint

You can submit a complaint in writing or verbally. Please include:

  • Your name and contact details

  • The project or service involved

  • A clear description of the issue

  • Any supporting evidence (photos, invoices, emails, etc.)

Contact Details:

  • Email: info@summersmith.co.uk

  • Phone: 07306108360

  • Address: 10 Bonet Lane, Rotherham, South Yorkshire, S60 5NE, United Kingdom

3. Acknowledgement

We will acknowledge receipt of your complaint within 3 working days. You will be provided with the name and contact details of the person handling your complaint.

4. Investigation

We will:

  • Review all details and evidence you provide

  • Speak to any relevant staff, subcontractors, or suppliers

  • Investigate the issue thoroughly and fairly

5. Response

Within 15 working days of acknowledging your complaint, we will provide a written response that includes:

  • Our findings

  • Any actions we propose to resolve the complaint

  • Timeframes for implementing any agreed actions

If the investigation will take longer than 15 working days, we will inform you of the reason and provide a revised timeframe.

6. Resolution

Our goal is to resolve all complaints promptly and fairly. Resolution options may include:

  • Correcting any faults or defects in our work

  • Offering alternative solutions where possible

  • Agreeing on compensation if appropriate

7. Escalation

If you are dissatisfied with our response or resolution, you have the right to escalate your complaint to the Information Commissioner’s Office (ICO) for privacy-related issues, or seek advice from a relevant trade body for construction disputes, such as:

  • The Federation of Master Builders (FMB)

  • The National Federation of Builders (NFB)

  • Constructionline or TrustMark schemes if applicable

Contact details for the ICO:

8. Record Keeping

We will keep records of all complaints and actions taken for at least 6 years, in accordance with legal and business requirements. This helps us improve services and comply with regulatory obligations.

9. Confidentiality

All complaints will be treated confidentially. Information will only be shared with relevant staff or third parties as necessary to resolve the complaint.