Complaints Procedure
How to raise a complaint with us, what to expect, and how we put things right.
At RS Construction & Property Services Ltd (“we”, “us”, “our”) we are committed to delivering a high standard of work and service. We take all complaints seriously and use them as an opportunity to put things right and to improve. This procedure explains how to raise a complaint about our work or service and how we will handle it.
1. How to raise a complaint
If something has gone wrong, please contact us as soon as you can so we can address it. You can reach us by:
- Email: info@rs-construction.com
- Telephone: 020 7473 2842
- Post: Unit 86 Industrial Park, Roding Road, London, E6 6LS
2. What to include
To help us resolve your complaint quickly, please give us:
- Your name and the best way to contact you
- The project, site address or job reference (if applicable)
- A clear description of the issue and when it happened
- Any relevant photographs or documents
- What you would like us to do to put things right
3. How we handle your complaint
We aim to acknowledge your complaint within five working days of receiving it. We will then investigate the matter and aim to provide a full written response within twenty working days. If the matter is complex and we need more time, we will let you know and keep you updated on our progress.
4. Putting things right
Once we have investigated, we will explain our findings and, where appropriate, set out the action we will take to resolve the issue. Our aim is always to reach a fair outcome and to maintain your confidence in our work.
5. If you are not satisfied
If you are not satisfied with our response, you can ask us to review the matter again and a director will consider it. We will set out the outcome of that review in writing. Where relevant, you may also be able to refer the matter to any applicable industry scheme or to seek independent advice.
6. Data protection complaints
If your complaint relates specifically to how we handle your personal data, please see our Privacy Policy. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk.
7. Contact us
If you have any questions about this procedure, please contact us at info@rs-construction.com or 020 7473 2842.