Complaints Procedure

How to raise a complaint and what happens next.

We would rather hear about a problem than have you stay unhappy. If something is not right, tell us and we will deal with it.

How to complain

Email: info@oakspiredevelopments.co.uk
Telephone: 07455 016 550
Post: Oakspire Developments Limited, 77 Sedlescombe Gardens, St Leonards-on-Sea, TN38 0YT

It helps if you can tell us the address the work relates to, roughly when it was carried out, and what you would like us to do about it.

What happens next

  • Within 5 working days we will acknowledge your complaint and tell you who is dealing with it.
  • Within 21 days we will give you a full written response. If the complaint concerns work that needs to be inspected, we will arrange to visit and tell you when.
  • If we need longer, for example if a supplier or subcontractor has to be involved, we will write and tell you why, and give you a new date. We will not let a complaint sit without an update for more than 21 days.

If you are still not satisfied

If our response does not resolve matters, write to us again and ask for the complaint to be reviewed. The review will be carried out by the company director.

Alternative dispute resolution

We are not currently a member of an alternative dispute resolution or ombudsman scheme, and we are not required to use one. This means that if we cannot settle a complaint between us, we will not be referring it to an ADR provider.

You can get free, independent advice on your rights from Citizens Advice:
citizensadvice.org.uk
Consumer Helpline 0808 223 1133

Nothing in this procedure affects your legal rights, and you are free to take a dispute to court.

Your statutory rights

Where we supply a service, the Consumer Rights Act 2015 requires us to carry it out with reasonable care and skill. If we have not, you are entitled to ask us to put it right, and if that is not possible or we do not do it within a reasonable time, to a price reduction. Where we supply goods as part of the work, they must be of satisfactory quality, fit for purpose and as described.