Complaints Procedure

At Block & Beam, we aim to provide a clear, professional and reliable service. If you are unhappy with any part of our service, please let us know so we can review the matter properly.

1. Raising a complaint

Please send your complaint in writing by email to:

jon@blockbeambc.co.uk

Please include:

• your name and contact details

• the property address inspected

• the date of the inspection

• a clear summary of your complaint

• any supporting photographs, documents or correspondence

2. Acknowledgement

We will acknowledge your complaint within 5 working days of receiving it.

3. Review

Your complaint will be reviewed carefully, including any relevant inspection notes, photographs, report content and correspondence.

We may contact you for further information if needed.

4. Response

We aim to provide a written response within 15 working days of acknowledging your complaint.

If the matter is more complex and we need longer to investigate, we will let you know and provide an updated timescale.

5. Outcome

Our response will explain our findings and, where appropriate, any action we propose to take. This may include clarification, correction of report wording, further review of evidence, or another reasonable step depending on the circumstances.

6. If you remain unhappy

If you remain dissatisfied after receiving our final response, you may wish to seek independent advice. Block & Beam will cooperate with any reasonable request for information from a relevant professional, insurer or appointed representative.

Important note

Our inspections are visual and non-invasive unless agreed otherwise in writing. Reports are based on the condition of the property and the evidence available at the time of inspection. The complaints process does not replace legal advice, warranty provider procedures or any formal dispute resolution process.