Legal

Complaints

Last updated: 26 April 2026

We want to know quickly if something is not right with the work or with how we handled it. The faster we hear, the faster we can put it back together. This page sets out how to raise a complaint and what happens next.

First, give us a call

Most issues are settled fastest by phone. Call 01206 670263 during working hours (Monday to Saturday, 7:30 to 18:00) and ask to speak to whoever ran your job. If we cannot pick up, leave a message and we call back the same day.

Or write to us

If you would rather put it in writing, email info@uabs.co.uk or post a letter to the registered office: UA Building Solutions Ltd, Chalice House, Bromley Road, Elmstead, Colchester CO7 7BY.

What happens next

Within two working days: we acknowledge your complaint in writing and confirm who is handling it.
Within fourteen days: we either resolve it or set out a clear plan to resolve it, with a date by when. If a site visit is needed, that visit happens in the same window.
If the complaint is more involved — for example it needs an independent inspection — we agree the longer timetable with you in writing.

If we cannot agree

If after our final response you are still not satisfied, you can ask an independent dispute-resolution service to look at it. Where the work falls within a trade body scheme we are signed up to, we will tell you the route and contact details with our final response.

You can also contact the Citizens Advice consumer service on 0808 223 1133 or via citizensadvice.org.uk. They give free, impartial guidance on consumer rights and can flag the matter to Trading Standards if appropriate.

Records

We keep a written record of every formal complaint we receive, what we did about it, and how long it took. We use that to spot patterns and improve. Personal details in those records are handled in line with our privacy policy.