NNorthgate Construction

Legal

Complaints Policy

Last updated: 29 May 2026

At Northgate Construction we take pride in our work and in the quality of communication with every homeowner we work for. We recognise, however, that occasionally things go wrong or expectations are not met. This Complaints Policy explains how to raise a concern with us and the formal steps we follow to investigate and resolve it.

Our objective is simple: to address every complaint promptly, fairly and proportionately, and — where appropriate — to put things right.

1. Scope

This policy applies to any complaint relating to the services we provide, including (without limitation) quotation accuracy, project management, workmanship, the conduct of our team or sub-contractors, the materials supplied, our communications, our handling of personal data or our invoicing.

2. How to raise a complaint

Please send complaints in writing so we have a clear record of the issue. Email is preferred:

  • Email: taanimnorthgate@gmail.com with the subject line "Complaint".
  • Post: Complaints Handler, Northgate Construction, 78 Whitmore Road, United Kingdom.

To help us investigate quickly, please include:

  • Your name and contact details;
  • The project reference or property address;
  • The date the issue arose;
  • A clear description of the concern, including dates and the names of any team members involved;
  • Any supporting evidence — photographs, copies of email correspondence, invoices or written quotations;
  • The outcome you would like (for example, rectification, an explanation, an apology or a refund).

3. Stage 1 — Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receipt, confirm the complaint reference number, and let you know who will be investigating.

4. Stage 2 — Investigation

The owner of Northgate Construction, Taanim Bapary, personally oversees every complaint investigation. We will:

  • Review the relevant quotation, contract, site notes and correspondence;
  • Where appropriate, arrange a site visit to inspect the work and discuss the concerns in person;
  • Speak with any team members or sub-contractors involved in the project;
  • Consider any photographs or documents you have provided.

We aim to provide a full, substantive written response within 14 working days of acknowledging the complaint. Where the matter is complex, requires specialist advice (for example a structural engineer's opinion), or requires further site investigation, we may need additional time. If so, we will write to you within the 14-day window explaining the reason for the delay and giving a revised response date.

5. Stage 3 — Resolution

Wherever possible we aim to resolve a complaint by direct discussion. Possible resolutions include:

  • An explanation of what happened and why;
  • A written apology where we have fallen short;
  • Rectification of any defective work, at no additional cost where it is attributable to our workmanship;
  • Agreement of further works to bring the project in line with the original specification;
  • A partial or full refund where appropriate, in line with our Refund Policy;
  • Changes to our internal processes to prevent the issue recurring for future customers.

6. Stage 4 — Escalation

If you are not satisfied with our response, please tell us in writing within 21 days, explaining what you believe is unresolved. Your complaint will then be reviewed afresh, and we will provide a final written response within a further 14 working days.

7. Independent dispute resolution

If you remain dissatisfied after our final response, you have the right to refer the matter to an independent body. The options available to you may include:

  • Citizens Advice — free, confidential consumer advice at citizensadvice.org.uk or by telephone on 0808 223 1133.
  • Trading Standards — accessed through Citizens Advice for serious consumer concerns.
  • Alternative Dispute Resolution (ADR) — under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, you may refer the dispute to a certified ADR provider. We are not currently a member of a single nominated scheme but will engage constructively with any ADR provider you choose.
  • Small Claims Court (County Court Money Claim) — for unresolved monetary disputes, typically up to £10,000.
  • Stripe / your card issuer — for unresolved payment disputes, you retain the right to use Stripe's dispute mechanism or to ask your card issuer about chargeback rights. Please give us a reasonable opportunity to resolve the matter first.

8. Confidentiality

All complaints are treated in confidence. Information about a complaint is shared only with those who need it to investigate and resolve the issue (which may include our insurers, sub-contractors involved in the project, or our professional advisers).

9. Record keeping

We keep a written record of every complaint, the investigation undertaken, the response provided and any lessons learned. Records are retained for 6 years for accountability and continuous improvement purposes, in line with our Privacy Policy.

10. Anti-retaliation

You will not be treated less favourably or charged any fee for making a genuine complaint. We welcome all feedback, whether positive or critical, as an opportunity to improve.

11. Contact

For any question about this Complaints Policy, please email taanimnorthgate@gmail.com.