Complaints — how to raise a problem with BBES
We aim to make every job right first time. When we don't, we want to know quickly — in detail, and in a way that gives us a fair chance to fix it. This page sets out exactly how to complain and what to expect.
Step 1 — Tell us
Email enquiries@bristolandbathexteriorsolutions.co.uk with subject Complaint and include:
- Your name, address, contact number
- Date of the job (or quote)
- What's wrong, in your own words
- Photos if you have them
Or call 07944 014 111 Monday to Saturday, 07:30–18:00.
Step 2 — We acknowledge (within 2 working days)
We confirm we have received the complaint, give you a reference number, and name the person handling it.
Step 3 — We investigate (within 14 working days)
We review the job paperwork, photos, RAMS and any contractor notes. We may ask to revisit the site. We respond in full in writing.
Step 4 — If you are still not satisfied
Reply within 14 days saying what is still wrong. We escalate to the founder for a final review.
Step 5 — Deadlock (8-week mark)
If we have not resolved your complaint within 8 weeks, we issue a deadlock letter confirming we cannot agree.
Step 6 — Independent escalation
After deadlock — or after 8 weeks if we have not replied — you can refer the dispute to an independent dispute-resolution route:
- Citizens Advice consumer helpline (England) — 0808 223 1133 — citizensadvice.org.uk/consumer
- Trading Standards via Citizens Advice — they forward eligible cases to your local Trading Standards office
- Small Claims Court (Money Claim Online, claims under £10,000)
Step 7 — Statutory rights
Nothing in this process limits or replaces your statutory rights under the Consumer Rights Act 2015 (work must be done with reasonable care and skill, within a reasonable time, at the price agreed) or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (your 14-day cancellation right where applicable).
For commercial customers
Same process, plus rights under the Late Payment of Commercial Debts (Interest) Act 1998 if there is a payment dispute. We may also propose mediation through CEDR for higher-value disputes.
How we record complaints
Every complaint is logged in our internal complaint register with the date, nature, response and outcome. We use the trend data to improve service. We do not share complaint detail outside BBES except with our insurer or a regulator.