Complaints

Complaints Procedure

We hope you never need this procedure. If you are dissatisfied with any aspect of our work or our service, we want to hear about it.

Commitment

Eternal Design and Build Ltd is committed to providing a professional service and to addressing customer concerns fairly, promptly and appropriately.

1. Raising a complaint

By email: info@eternaldesignandbuild.com
By telephone: 020 8488 1230 or 07728 034763
In writing: 3 Sussex House, Stratton Close, Edgware, London HA8 6PY
Through the website: using the form on our contact page
In person: at your property, or by appointment

2. Information to provide

Your name and contact details
The property address
A description of the issue
The relevant dates
Photographs or other evidence
Any relevant correspondence
What you would like us to do to resolve it

3. Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it, and confirm who is dealing with it.

4. Investigation

Your complaint will be reviewed by the appropriate responsible person.
We will consider the relevant project records, speak to the people involved and, where helpful, arrange to inspect the works.

5. Response

We will provide a reasoned response explaining our findings and, where appropriate, the corrective action we propose and how it will be carried out.

Please note

Nothing here affects your statutory rights, and no membership of itself provides a warranty, guarantee or insurance unless a specific warranty product has been purchased and issued to you in writing.

Last reviewed: 12 October 2026