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Complaints Policy

How to raise a concern and how we will handle it.

Last updated: 13 June 2026

At CedarCraft Builds, we take pride in our work and in the way we communicate with our customers. We understand, however, that occasionally things may not go as expected. This Complaints Policy explains how to raise a concern with us and how we will handle it, fairly, promptly and professionally.

1. Our Commitment

We are committed to providing a high standard of service and to resolving any concerns quickly and fairly. We treat every complaint as an opportunity to put things right and to improve. All complaints are handled confidentially and without prejudice to your rights.

2. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible so that we can begin to address the matter. You can raise a complaint by:

To help us deal with your complaint efficiently, please include your name, contact details, the project or service the complaint relates to, a clear description of the issue, and what you would like us to do to put things right.

3. Our Complaint Handling Process

Step 1 — Acknowledgement

We will acknowledge your complaint promptly, normally within two business days of receiving it, and let you know who is dealing with it.

Step 2 — Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing the written proposal, the agreed scope of work, our records and, where appropriate, the work itself. We may contact you for further information so that we fully understand your concerns.

Step 3 — Response

We aim to provide a full response within ten business days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know and keep you updated on progress. Our response will explain our findings and set out any action we propose to take.

Step 4 — Resolution

Where we find that something has gone wrong, we will take appropriate steps to put it right. This may include carrying out remedial work where a genuine workmanship issue falls within the agreed specification, or another fair resolution agreed with you.

4. If You Remain Dissatisfied

If you are not satisfied with our response, please let us know and we will review the matter again. We are always willing to consider further information and to seek a fair outcome. Where a concern cannot be resolved directly, the parties may consider independent mediation before pursuing other remedies. Nothing in this policy affects your statutory rights.

5. Learning from Complaints

We record and review complaints so that we can identify any recurring issues and continue to improve the quality of our service and communication. Your feedback genuinely helps us to do better work.

If you have any questions about this policy, please contact us at Tmanika411@gmail.com or call +44 7345 251752.