Complaints Policy

At Heritage Brickworks, we strive to deliver the highest standard of specialist brickwork and restoration services. However, if you feel that our service or workmanship has not met your expectations, we want to hear from you so we can put things right calmly and professionally.

1. How to Raise a Concern

If you have a concern or complaint, we encourage you to raise it with us as soon as possible. You can contact us using the following details:

When making a complaint, please provide your name, the project address, a clear description of the issue, and any relevant photographs.

2. Our Expected Response Times

• We will acknowledge your complaint within 2 business days of receipt.
• We aim to provide a full response or a detailed update on our investigation within 14 business days.

3. Site Inspection and Resolution Approach

Given the bespoke and tactile nature of heritage masonry work, many concerns can only be fully understood through a visual inspection. If required, we will arrange a mutually convenient time to conduct a site visit.

Our approach to resolution is collaborative and respectful. We will discuss the findings of our inspection with you openly and propose a fair and practical solution to rectify any genuine defects in our workmanship or materials.

4. Escalation Process

If we are unable to resolve your complaint to your satisfaction through our internal process, we will provide you with information on relevant independent dispute resolution or mediation services that specialise in the construction and heritage sectors.