If something has gone wrong, tell us

Step 1. Raise it with the office

The first step is always to contact the office. Use the contact form, send an email or pick up the phone. Tell us what has happened, when, and what you would like put right. We acknowledge every complaint within two working days.

Step 2. We investigate

Your complaint is logged and assigned to someone senior who was not directly involved in the work. They will speak to the team, look at the file, and where appropriate visit the site. We aim to provide a written response within ten working days. If the matter is more complex we will write to you with an updated timescale.

Step 3. Our written response

You will receive a written outcome that explains what we found, what we accept, what we do not, and what we propose to do about it. Where remedial work is needed, we will set out a timetable. Where a refund or a goodwill gesture is appropriate, we will offer it.

Step 4. If you are still not satisfied

You can ask for the case to be reviewed by the company director, who will look at it afresh. We aim to provide a final written position within a further fifteen working days.

If you are still not satisfied, you may have the right to refer the matter to an independent body depending on the nature of the work and any contract in place. Where the engineer's professional conduct is in question, the Institution of Structural Engineers and the Institution of Civil Engineers operate their own complaints processes. For consumer construction disputes, the Royal Institution of Chartered Surveyors offers a Dispute Resolution Service. We will signpost you to the right body in our final response.

What we will not do

We will not let a complaint quietly fade away. Every concern raised in writing receives a written response, and the file is kept indefinitely. We do not penalise clients for raising issues and we do not ask you to sign anything before we look into a problem.