Our Commitment
At B3 Construction Consultancy Ltd, we are dedicated to delivering services of the highest professional standards. We believe in openness, accountability and fairness. While we always strive to meet and exceed expectations, we recognise that on occasion clients or stakeholders may feel dissatisfied. This policy explains how we handle complaints, ensuring they are managed promptly, thoroughly and with respect. Our objective is not only to resolve individual concerns but also to learn from them and continually improve our business practices.
Making a Complaint
We encourage anyone who feels they have cause for concern to raise the matter with us as soon as possible. A complaint can be made by post, telephone or email using the following contact details:
By post:
B3 Construction Consultancy Ltd
Langham Court, 1a Suffolk Road
London, SE25 6BF
By telephone: 020 3397 7233
By email: info@b3-cc.co.uk
To help us deal with your complaint efficiently, please include your full name and contact information, a clear description of your concerns, any relevant dates, the names of individuals involved, and any supporting evidence you may have.
Acknowledgement
We will acknowledge all complaints in writing within 5 working days of receipt. This acknowledgement will confirm who is handling the matter and provide an estimated timescale for a full response.
Investigation
Your complaint will be handled by a senior member of our management team who has not been directly involved in the matter. The investigator will conduct a fair and impartial review, which may include speaking to members of staff, reviewing documentation and contacting you for clarification. We take every complaint seriously and ensure it is investigated thoroughly.
Response
We aim to provide a full written response within 20 working days. If the issue is complex and more time is required, we will write to you explaining the reason for the delay and confirm when you can expect a final response. Our reply will set out the findings of the investigation, any corrective action we will take and any further options available to you if you remain dissatisfied.
Escalation
If you are unhappy with the outcome of our investigation, you may request that your complaint is escalated to a company director. The director will review the matter independently and issue a final decision. Where appropriate, we will also provide details of independent bodies or regulators to whom you may refer the complaint for further consideration.
Confidentiality
All complaints will be treated with the utmost confidentiality. Information will only be shared internally with those who need to know in order to investigate and resolve the matter, or externally where we are legally required to do so.
Learning and Improvement
Every complaint provides us with valuable insight. We log, track and analyse complaints to identify trends and areas where improvements can be made. Lessons learned are incorporated into our internal procedures, staff training and service delivery to reduce the likelihood of similar issues arising in the future.
Accessibility
We are committed to making our complaints process accessible to all. If you require assistance in making a complaint, or if you would prefer to communicate in an alternative format, please let us know and we will do our best to accommodate your needs.
Last Updated: September 2025