Complaints Procedure
We aim to deliver every project to a high standard, but if something falls short we want to hear about it and put it right. This procedure explains how to raise a concern and how we handle it.
How to raise a complaint
Please contact us as soon as you can, giving your name, the project address, and a clear description of the issue and what you would like us to do:
- Phone: 020 8054 8756
- Email: contact@hampsteadrenovations.co.uk
- WhatsApp: message our team
- Post: Hampstead Renovations, 250 Finchley Road, London NW3
- Or use our contact form
What happens next
- Acknowledgement. We will acknowledge your complaint within 5 working days of receiving it and let you know who is dealing with it.
- Investigation. The complaint is reviewed by the project lead and, where appropriate, a company director. We may contact you for more detail or arrange a site visit.
- Response. We will give you a full written response - including any proposed remedial works and timescales - within 28 calendar days. If a complaint is complex and we need longer, we will explain why and agree a revised date with you.
If you are not satisfied
If our response does not resolve the matter, please tell us and we will arrange a further review by a company director. Where a complaint remains unresolved, you may be able to refer it to an independent dispute-resolution service or the trade body associated with any accreditation scheme we hold; we will advise you of the appropriate route on request.
Our commitment
We treat every complaint seriously and in confidence, and we use feedback to improve our service. Raising a complaint will never affect how you are treated as a client.
Last reviewed: May 2026.