Complaints Procedure

TJC Construction Limited
Last Updated: 19th May 2026

Policy Statement

At TJC Construction Limited, we are committed to providing a high standard of workmanship, customer service, communication and professionalism across every project we undertake.

We recognise that, from time to time, a customer, client, contractor, supplier or other interested party may wish to raise a concern, express dissatisfaction or make a formal complaint. We believe it should be straightforward for them to do so.

TJC Construction Limited treats complaints as an opportunity to learn, improve our systems, strengthen our communication and provide a better service. A prompt, fair and respectful response can help resolve issues early, restore confidence and prevent unnecessary escalation.

The purpose of this policy is to ensure that all complaints are handled consistently, fairly, properly and without unnecessary delay. All comments, concerns and complaints will be taken seriously. TJC Construction Limited expects all staff, subcontractors and representatives to support effective and professional complaint handling.

Our Principles

TJC Construction Limited will ensure that customers and complainants have the right to:

  • Be treated fairly, respectfully and sensitively.
  • Be listened to and have their concerns properly considered.
  • Be kept informed about the progress of their complaint.
  • Be advised of the standards of service they should expect.
  • Be informed of the timescales for acknowledgement, investigation and response.
  • Be advised of any available escalation or appeal process where applicable.

All staff, subcontractors and representatives of TJC Construction Limited must:

  • Treat complaints seriously and professionally.
  • Be sensitive to the needs and circumstances of the complainant.
  • Treat complaint information confidentially where possible.
  • Be clear, accessible and properly identified when dealing with customers.
  • Record relevant information accurately.
  • Escalate complaints promptly to the Complaints Manager or a senior member of the team.

This policy will be:

  • Clear and easy to understand.
  • Available to customers, staff and relevant third parties.
  • Used consistently across the business.
  • Reviewed and updated where required.

Purpose

This policy is intended to ensure that TJC Construction Limited handles complaints fairly, efficiently and effectively.

Our objective is to make sure that complaints are properly recorded, investigated, responded to and used as a way to improve the business.

Customers and complainants should feel confident that their concerns are listened to and acted upon promptly and fairly.

Our complaints management process aims to:

  • Record each complaint on the relevant client, project or customer file.
  • Record each complaint on the complaints register.
  • Respond to complaints and questions in a timely manner.
  • Improve confidence in our business procedures and customer service.
  • Identify areas for improvement in workmanship, communication, project management, staff training, supplier management, subcontractor management and complaint handling.
  • Provide clear guidance to staff and complainants on how complaints are managed.

Scope

This policy applies to all complaints received by TJC Construction Limited about:

  • Our building and construction services.
  • Our workmanship.
  • Our staff, subcontractors, suppliers or representatives.
  • Our project management or communication.
  • Our administration, documentation, quotations, invoices or scheduling.
  • Our advertising, marketing or information provided to customers.
  • Our response to previous complaints or concerns.

This policy applies to all staff, directors, subcontractors, consultants and anyone acting on behalf of TJC Construction Limited.

What Is a Complaint?

A complaint is an expression of dissatisfaction about TJC Construction Limited, our services, our workmanship, our staff, our subcontractors, our actions or any lack of action taken by us.

A complaint may relate to, but is not limited to:

  • Quality of workmanship.
  • Delay or disruption.
  • Poor communication.
  • Damage or alleged damage.
  • Cleanliness or site conduct.
  • Health and safety concerns.
  • Invoicing or payment queries.
  • Disagreement over scope of works.
  • Materials, suppliers or subcontractor performance.
  • Customer service or staff behaviour.

A formal complaint is a complaint that has not been resolved informally and has been submitted in writing, by email, letter, complaint form or other written communication.

An informal complaint is a concern or dissatisfaction raised verbally, by phone, in person, by text message, by email or through another informal method, which may be capable of early resolution.

All complaints will be recorded on the relevant client, project or customer file and on the TJC Construction Limited complaints register.

Complaint records will include:

  • The complainant’s name and contact details.
  • The project, property or job reference where applicable.
  • The date the complaint was received.
  • How the complaint was received.
  • The nature of the complaint.
  • The person responsible for managing the complaint.
  • Actions taken to investigate the complaint.
  • Any evidence gathered, including photographs, emails, site notes, reports or witness comments.
  • The outcome of the complaint.
  • Any remedial action or redress agreed.
  • Lessons learned and any changes required to prevent recurrence.

TJC Construction Limited will acknowledge complaints in writing within 10 working days of receipt wherever possible. This acknowledgement may be sent by email, letter or another agreed method of communication.

We will keep the complainant informed of progress at reasonable intervals. Where a complaint is ongoing, we will aim to provide updates at least weekly, unless another timescale has been agreed.

Where a complaint involves a third party, such as a supplier, subcontractor, consultant, manufacturer, warranty provider or professional adviser, TJC Construction Limited will continue to manage the complaint where the customer relationship is with us.

We will liaise with the relevant third party as required and keep the customer informed.

Oral Complaints

Staff or representatives who receive a verbal complaint should try to resolve the matter immediately where it is appropriate and within their authority to do so.

If the issue cannot be resolved immediately, the person receiving the complaint must record the details and refer the matter to the Complaints Manager or a senior member of the team as soon as possible, and in any event within 24 hours.

The following details should be recorded:

  • Name and contact details of the complainant.
  • Date and time the complaint was received.
  • Summary of the issue raised.
  • Project or property address where relevant.
  • Any immediate action taken.
  • Any timescales discussed.
  • Any evidence provided or required.

All contact with a complainant must be polite, calm, respectful and professional. Staff must listen carefully and avoid becoming defensive. The aim is to understand the issue clearly and agree a practical way forward wherever possible.

Where an action plan is agreed verbally, this should be confirmed in writing by email, letter or other agreed method. The written confirmation should include the complaint summary, proposed action, responsible person and expected timescale.

If the complainant is not satisfied with the proposed action, they should be invited to submit the complaint in writing and should be provided with a copy of this complaints procedure.

Written Complaints

When a complaint is received in writing, it must be forwarded to the Complaints Manager or a senior member of the team as soon as possible. TJC Construction Limited will acknowledge receipt of the complaint within 3 working days wherever possible.

The acknowledgement will usually include:

  • Confirmation that the complaint has been received.
  • Our understanding of the complaint.
  • The name of the person managing the complaint.
  • Any further information we require.
  • The next steps in the process.
  • Expected timescales for investigation and response.

If the complaint is made by someone acting on behalf of a customer, we may require written authority from the customer before discussing personal, financial, contractual or project-specific information.

Where a site visit is required to investigate the complaint, we will aim to arrange this within 14 days, subject to availability, access, urgency and the nature of the issue.

TJC Construction Limited will investigate the complaint and aim to provide a written response within 28 days where possible. Some complaints may require more time, particularly where third parties are involved, technical investigation is required, specialist reports are needed or access arrangements are delayed.

If we are unable to provide a full response within 28 days, we will explain the reason for the delay and provide a revised expected response date.

Complaints provide important information about how customers experience our service and where improvements may be needed.

TJC Construction Limited will use complaint information to identify trends, improve systems, strengthen training and reduce the likelihood of similar issues recurring.

Complaint Recording & Review

For each complaint, the following information should be collected where applicable:

  • Name, address and contact details of the complainant.
  • Project or job reference.
  • Name and role of the person managing the complaint.
  • Date the complaint was received.
  • Date the complaint was acknowledged.
  • Date the complaint was responded to.
  • Nature and category of the complaint.
  • How the complaint was received.
  • Outcome of the complaint.
  • Remedial action, redress or corrective action taken.
  • Lessons learned.
  • Any changes required to systems, processes, communication, training, subcontractor control, supplier management or quality checks.

Complaint information may be reviewed through:

  • Weekly management review where active complaints exist.
  • Monthly management overview.
  • Six-monthly review of complaint trends, causes, corrective actions and prevention measures.
  • Annual policy review.

When reviewing complaints, TJC Construction Limited will focus on root cause analysis. This means we will consider not only what happened, but why it happened and how it can be prevented in future.

Our Root Cause Principles

  • Focus on correcting underlying causes, not only symptoms.
  • Deal with urgent symptoms where short-term action is needed.
  • Recognise that there may be more than one cause.
  • Focus on how and why the issue happened, not simply who was responsible.
  • Gather clear evidence before reaching conclusions.
  • Use findings to agree practical corrective action.
  • Share lessons learned with relevant staff, subcontractors or suppliers.
  • Monitor whether corrective actions have been effective.

Good complaint analysis should lead to action. The aim is not paperwork for the sake of paperwork; the aim is improvement.

Data Protection

To process a complaint, TJC Construction Limited may need to hold personal data about the complainant and other relevant individuals. This may include information provided by the complainant, information held on our project files and information provided by staff, subcontractors, suppliers, consultants or other third parties.

TJC Construction Limited will hold complaint information securely and use it only for the purposes of investigating, managing, responding to and learning from the complaint.

The identity of the person making the complaint will only be shared with those who need to know in order to investigate or respond to the complaint. However, it may not always be possible to preserve confidentiality fully, particularly where the complaint involves site activity, subcontractors, suppliers, allegations about conduct, legal obligations, insurance matters or third-party investigation.

Complaint records will normally be retained for up to six years after the complaint has been closed, unless a longer retention period is required for legal, insurance, contractual, warranty, regulatory or financial reasons.

Our Procedure

Any complaint, whether verbal, written, electronic or received in person, must be referred to the Complaints Manager or a senior member of the team at the earliest opportunity and no later than 24 hours after receipt.

TJC Construction Limited will:

  • Record the complaint on the relevant customer, client or project file.
  • Record the complaint on the complaints register.
  • Acknowledge the complaint in writing within 3 working days wherever possible.
  • Confirm our understanding of the complaint.
  • Ask for clarification where necessary.
  • Identify whether any third parties may need to be involved.
  • Investigate the complaint fairly and thoroughly.
  • Keep the complainant informed of progress.
  • Confirm expected timescales.
  • Review evidence, documents, photographs, correspondence, site notes and relevant records.
  • Speak to staff, subcontractors, suppliers or third parties where required.
  • Arrange a site visit where necessary.
  • Discuss findings and proposed action where appropriate.
  • Provide a clear written response.
  • Confirm any remedial action, redress or further steps agreed.
  • Record the outcome and lessons learned.

Where we cannot respond fully within the expected timescale, we will explain the reason and provide a further update date.

Investigation

The Complaints Manager or appointed senior person will establish the nature and scope of the complaint and decide what investigation is required.

The investigation may include:

  • Reviewing the quotation, contract, specification, drawings, scope of works, variations, emails and project notes.
  • Reviewing site photographs, quality checks, reports, snagging lists or completion documents.
  • Speaking with the customer or complainant.
  • Speaking with staff, supervisors, subcontractors or suppliers.
  • Attending site to inspect the issue.
  • Requesting specialist advice, reports or technical input where required.
  • Liaising with insurers, warranty providers, manufacturers or consultants where applicable.
  • Reviewing health and safety documentation where relevant.
  • Assessing whether remedial work, compensation, correction, apology or another action is appropriate.

TJC Construction Limited will aim to deal with complaints promptly and fairly and to provide clear replies. Where appropriate, we will offer fair remedial action.

Complaints Resolved Quickly

Where a complaint can be resolved quickly and to the complainant’s satisfaction, TJC Construction Limited will still record the complaint and the action taken.

A written confirmation may be sent to the complainant confirming:

  • The issue raised.
  • The action agreed or completed.
  • That the complaint is considered resolved.
  • Who to contact if the complainant remains dissatisfied.

This helps ensure that both parties have a clear record of the matter and the agreed resolution.

Closing a Complaint

TJC Construction Limited will consider a complaint closed when:

  • A final written response has been issued; or
  • The agreed remedial action has been completed; or
  • The complainant confirms they are satisfied; or
  • The complaint has been investigated and no further action is considered necessary; or
  • The complainant does not respond within a reasonable period after we have requested further information or provided a response.

The final response should include:

  • A summary of the complaint.
  • The investigation undertaken.
  • Our findings.
  • Whether the complaint is accepted, partially accepted or not accepted.
  • Reasons for our decision.
  • Any remedial action, redress or next steps offered.
  • Timescales for any agreed action.
  • Details of any further escalation route where applicable.

Final Response

The final response will be provided in writing and will clearly explain our decision and the reasons for it.

Where compensation, refund, discount, remedial work, replacement work or other redress is offered, we will explain what is being offered and, where relevant, how it has been calculated.

TJC Construction Limited will aim to provide a final response as soon as reasonably possible and normally within 8 weeks of receiving the complaint. If we are unable to conclude the complaint within this period, we will explain why, confirm what further investigation is required and provide a revised timescale.

Complaints Involving Third Parties

Some complaints may involve a third party, such as a subcontractor, supplier, consultant, manufacturer, warranty provider, insurer, professional adviser or another contractor.

Where TJC Construction Limited considers that another party may be solely or jointly responsible for the issue, we will:

  • Explain this to the complainant clearly.
  • Provide relevant contact details where appropriate.
  • Liaise with the third party where it is appropriate for us to do so.
  • Continue to deal with any part of the complaint that remains our responsibility.
  • Record the decision and communication on the complaint file.

Where personal data needs to be shared with a third party in order to investigate or resolve the complaint, we will only share what is necessary and lawful.

Escalation

If the complainant remains dissatisfied after receiving our final response, they may ask for the matter to be reviewed by a director or senior manager who has not been directly involved in the complaint, where this is practical.

Depending on the nature of the complaint, the complainant may also have rights under their contract, consumer law, insurance arrangements, warranty provider, professional body, adjudication process, mediation process, court process or other dispute resolution route.

TJC Construction Limited will cooperate reasonably with any appropriate dispute resolution process, legal process, insurer, warranty provider or professional adviser where required.

Responsibility for This Policy

The directors of TJC Construction Limited are responsible for monitoring this policy and ensuring that it is reviewed at least annually.

The Complaints Manager is responsible for ensuring that complaints are recorded, investigated, responded to and reviewed properly.

All staff and relevant subcontractors must understand their responsibilities under this policy. A copy of this policy should be made available to staff and reviewed during induction or training where appropriate.

This policy will be reviewed and updated annually, or sooner if required due to changes in business operations, legislation, insurance requirements, regulatory requirements or lessons learned from complaints.

Complaints Contact Details

Name: Thomas James Coleman / Managing Director
Telephone: 02392 982 411
Email: hello@tjcconstruction.co.uk
Address: Suite 26, Brambles Business Centre, Hussar Court, Waterlooville, Hampshire, PO7 7SG