COMPLAINTS

Complaints Procedure

At CBG Ltd, we are committed to providing a high standard of workmanship and customer service. If you are unhappy with any aspect of our service, we want to hear from you so that we can investigate your concerns and work towards a fair resolution.

How to Make a Complaint
You can submit a complaint by one of the following:

Completing the above online complaints form
Emailing us at [hello@cbgltd.co.uk]
Writing to us at our registered office address
Calling our office during normal business hours

To help us investigate your complaint as quickly as possible, please provide:

Your name and contact details
Property address
Job reference number (if known)
Details of your complaint
Any supporting photographs or documents
Details of the outcome you are seeking

What Happens Next?

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.
We will provide:

• Confirmation that your complaint has been received

• A reference number

• The name of the person handling your complaint

Step 2 – Investigation

We will carry out a full review of the circumstances surrounding your complaint. This may include:

• Reviewing job records and documentation

• Speaking with members of staff involved

• Reviewing photographs and reports

• Arranging a site visit where necessary

Step 3 – Response

We aim to provide a full written response within 10 working days of acknowledging your complaint.
If additional investigation is required, we will keep you informed of progress and provide an updated timescale.

Step 4 – Resolution

Where appropriate, we may offer one or more of the following:

• An explanation of what happened

• Corrective works

• Additional inspections

• Reimbursement where justified

• Another reasonable remedy based on the circumstances

Our aim is always to reach a fair and satisfactory outcome.

If You Remain Dissatisfied

We are committed to resolving complaints fairly and promptly. If you are dissatisfied with our final response, or if we have been unable to resolve your complaint to your satisfaction, you may escalate the matter to MCS for further guidance.
MCS can provide information about the complaints process and the options available to consumers under the MCS Scheme.
You can contact MCS using the details below:
Email: mcshelpdesk@mcscertified.com
Telephone: 0333 103 8130
We recommend that you allow us the opportunity to fully investigate and respond to your complaint before contacting MCS.
Where applicable, MCS will advise you of any further dispute resolution or consumer protection options that may be available.
Continuous Improvement
All complaints are recorded, monitored and reviewed by management. We use customer feedback to improve our services, procedures, and training to help prevent similar issues in the future.

Continuous Improvement

All complaints are recorded, monitored and reviewed by management. We use customer feedback to improve our services, procedures and training to help prevent similar issues from occurring in the future.

Submit a Complaint

If you would like to make a complaint, please complete the form below.