Complaints & Service Standards
We are committed to handling concerns and complaints promptly, fairly and in a structured way.
What you can expect from us
We aim to provide clear communication, organised delivery and a professional standard of presentation. If any part of our service falls short of what you have been told to expect, we want to know.
- Acknowledgement — complaints acknowledged within 2 working days.
- Initial response — substantive response aimed at within 10 working days.
- Investigation — we review the facts including quotation and service documents.
- Resolution — we aim to agree a proportionate resolution.
- Escalation — if you remain unhappy, we will confirm the next step.
How to raise a concern
Please contact us by email to info@sunbuildingservices.co.uk with 'Complaint' in the subject line, Please include:
- Reference — quotation or project reference.
- Site — location of the works.
- Issue — clear description of the concern.
- Outcome sought — what you would like us to do.
Works delivered by independent contractors
All physical works are carried out by independent specialist contractors who hold direct contracts with the client. Complaints or concerns about workmanship should be raised directly with the delivery contractor in the first instance, as contractual responsibility for the physical works sits with them. Sun Building Services can assist in coordinating communication where appropriate, but does not accept liability for the quality of physical works.
Public-sector clients
We recognise that councils, housing teams and other public-sector clients often have internal complaints procedures that must also be followed. We will support that process and provide information as required.