Last updated: March 2026

1. Policy Statement

Bas Brick Works is committed to providing high-quality masonry and construction services. We aim to ensure that all clients are satisfied with the work we carry out.

However, if a client is dissatisfied with any aspect of our service, we encourage them to raise the issue so that it can be addressed promptly and fairly.

This Complaints Handling Policy outlines how complaints will be received, reviewed, and resolved.

2. What Is a Complaint

A complaint is any expression of dissatisfaction relating to the services provided by Bas Brick Works, including but not limited to:

• Quality of workmanship
• Project delays
• Communication issues
• Conduct of workers or subcontractors
• Billing or invoicing concerns

3. How to Submit a Complaint

Clients may submit complaints in writing by contacting Bas Brick Works directly.

Complaints should include:

• The client’s name and contact details
• The project address or reference
• A clear description of the issue
• Any relevant supporting information or photographs where applicable

Providing clear information will help us investigate the matter effectively.

4. Complaint Review Process

Once a complaint has been received, Bas Brick Works will take the following steps:

1. Acknowledgement

We aim to acknowledge receipt of the complaint within 3–5 business days.

2. Investigation

The matter will be reviewed to understand the circumstances surrounding the issue.

3. Resolution

Where appropriate, we will work with the client to identify a fair and reasonable resolution.

5. Resolution Timeframe

Bas Brick Works aims to resolve complaints as efficiently as possible. Most complaints will be reviewed and addressed within 14 business days, depending on the complexity of the matter.

Where additional time is required, we will keep the client informed of progress.

6. Fair and Reasonable Solutions

Where a complaint is found to be valid, Bas Brick Works may offer appropriate solutions such as:
• Rectification of workmanship where necessary
• Clarification or correction of billing matters
• Additional communication regarding project details
Our goal is to reach a fair outcome while maintaining professional working relationships with our clients.

7. Escalation

If a client remains dissatisfied after the complaint review process, they may request further review by senior management within Bas Brick Works.

We will make reasonable efforts to resolve any concerns in a professional and constructive manner.

8. Continuous Improvement

Bas Brick Works values client feedback and uses complaints as an opportunity to improve our services and working practices.

Approved by:

Bas Brick Works Management

Date: March 2026