Complaints Policy
UrbanNest Builds is committed to delivering residential improvement services to a consistently high standard. We treat every complaint as an opportunity to put something right and to improve how we work. This Complaints Policy explains how to raise a concern and how we will handle it.
Our commitment
Every complaint is taken seriously, treated confidentially, and handled fairly. You will not be disadvantaged in any way by raising a complaint. Wherever possible, we aim to resolve concerns informally, quickly and to your satisfaction.
How to raise a complaint
In the first instance, please contact Rohan Pudasiani directly by email at urbannestbuilds@gmail.com or by phone on +44 7344 063156. When raising a complaint in writing, please include:
- Your full name and contact details;
- The project reference, date of booking or invoice number if available;
- A clear description of the issue and when it occurred;
- The outcome you would like to see.
Our process
Step 1 — Acknowledgement. We will acknowledge receipt of your complaint within 5 business days, confirming who is dealing with it. Step 2 — Investigation. We will investigate the issue, gather any relevant evidence, and where appropriate arrange to inspect the work or speak with anyone involved. Step 3 — Substantive response. We aim to provide a full written response within 28 calendar days of receiving your complaint. Where the issue is complex and a longer investigation is needed, we will keep you informed of progress and provide a revised timeline. Step 4 — Resolution. Where we find that the complaint is upheld, we will offer an appropriate remedy. This may include rectifying the work at no cost, a partial refund, or another agreed resolution.If you are not satisfied
If you are not satisfied with our final response, you may pursue the matter through an appropriate UK consumer mediation or alternative dispute resolution provider, or through the courts of England and Wales. We will, on request, signpost you to relevant resources.
Record keeping
We keep a confidential record of complaints, our investigation notes and the outcome reached, for at least 6 years. This record is used to improve our service and is not shared with third parties except where required by law.
Contact
Complaints can be sent by email to urbannestbuilds@gmail.com or in writing to UrbanNest Builds, 42 Boston Road, London, E6 3NH, United Kingdom.