Complaints Policy

Introduction

This complaints policy sets out the approach taken by TRM Innovations Ltd when dealing with complaints, concerns or dissatisfaction relating to our building, refurbishment and home improvement services.

TRM Innovations Ltd is a Bexleyheath-based building company providing services that may include extensions, refurbishments, kitchens, bathrooms, garage conversions, garden rooms, loft conversions and general building work.

We aim to carry out work with care, communicate clearly and manage projects responsibly. If something has not met expectations, we want customers to raise the concern so it can be reviewed properly.

Purpose of This Policy

The purpose of this policy is to make the complaints process clear and straightforward.

It explains how a complaint should be made, what information should be provided, how the matter may be reviewed and what customers can expect from TRM Innovations Ltd.

The policy also helps us identify areas where communication, workmanship, planning or project management may need improvement.

What This Policy Covers

This policy may apply to complaints about customer service, communication, workmanship, project management, site conduct, delays, agreed scope, quotations, invoices, snagging, completed work or concerns about how a matter has been handled.

It may also apply where a customer believes something has not been completed in line with the agreed scope of work.

Some matters may fall outside this complaints policy if they relate to legal disputes, unpaid invoices, insurance claims, third-party work, customer-supplied materials, manufacturer defects or issues outside the control of TRM Innovations Ltd.

Raising a Complaint

Customers should raise a complaint as soon as possible after becoming aware of the issue.

A complaint can be made by telephone, email or written communication using the contact details shown on this page.

Where possible, complaints should be put in writing so there is a clear record of the concern, the date raised and the details provided.

Information to Include

To help us review a complaint properly, customers should provide clear and relevant information.

This may include the customer’s name, contact details, property address, project details, date of the work, quotation or invoice reference, a description of the issue, photographs where useful and any previous communication about the matter.

The clearer the information, the easier it is to understand the concern and decide what should happen next.

Initial Acknowledgement

TRM Innovations Ltd aims to acknowledge complaints within a reasonable period after receiving them.

The acknowledgement may confirm that the complaint has been received and may ask for further details if the information provided is incomplete.

An acknowledgement does not mean that the complaint has been accepted as valid. It simply confirms that the matter will be reviewed.

Reviewing the Complaint

Once a complaint has been received, TRM Innovations Ltd will review the information provided.

This may involve checking the quotation, agreed scope of work, project records, photographs, messages, invoices, site notes, supplier information and any relevant communication.

Where necessary, we may need to speak with workers, subcontractors, suppliers or other people involved in the project.

Inspection of Work

If a complaint relates to workmanship, damage, snagging or the condition of completed work, TRM Innovations Ltd may need access to inspect the issue.

Customers should provide reasonable access so the matter can be assessed properly.

Without access, it may be difficult or impossible to confirm the cause of the issue, whether the complaint is valid or what resolution may be appropriate.

Timescales for Response

TRM Innovations Ltd aims to respond to complaints within a reasonable timescale.

The time needed may depend on the complexity of the complaint, the amount of information involved, whether an inspection is needed, supplier input, subcontractor availability or whether specialist advice is required.

Where a matter cannot be resolved quickly, we will aim to keep communication practical and clear.

Possible Outcomes

After reviewing a complaint, TRM Innovations Ltd may accept the complaint in full, accept part of the complaint, reject the complaint or ask for further information before reaching a decision.

Where an issue is accepted, the possible outcome may include further explanation, corrective work, snagging, replacement of a faulty element, an agreed adjustment or another practical resolution.

The outcome will depend on the circumstances, the agreed scope of work, the evidence available and any legal or contractual responsibilities.

Snagging and Minor Defects

Some building projects may have minor snagging items that need review after completion.

Customers should raise snagging items promptly and clearly. Where the item relates to the agreed scope of work and is reasonable, TRM Innovations Ltd will aim to deal with it in a practical way.

Snagging does not usually include new work, customer changes, damage caused after completion, maintenance issues, wear and tear or matters outside the agreed scope.

Work Outside the Agreed Scope

A complaint may not be accepted where it relates to work that was not included in the agreed scope.

For example, if a customer expected an additional item that was not quoted for, specified or agreed, this may need to be treated as extra work rather than a complaint.

Clear scopes, written quotations and agreed variations help reduce misunderstanding.

Customer-Supplied Materials

Where a customer supplies their own materials, fittings, appliances, tiles, fixtures or products, TRM Innovations Ltd may not be responsible for faults, defects, missing parts, delays, incompatibility or manufacturer issues linked to those items.

If an issue arises from a customer-supplied product, the customer may need to contact the supplier, retailer or manufacturer.

Where we have installed a customer-supplied item, any complaint will need to distinguish between the installation work and the product itself.

Manufacturer Defects and Product Warranties

Some complaints may relate to manufacturer defects, product performance or supplier issues.

Where a product is covered by a manufacturer warranty, the terms of that warranty may apply. TRM Innovations Ltd may assist where reasonable, but manufacturer decisions, replacement parts and warranty timescales may be outside our control.

Customers should keep product information, warranty documents and receipts where relevant.

Third-Party Work

TRM Innovations Ltd may not be responsible for work carried out by third parties who were not appointed, managed or instructed by us.

If another contractor, supplier or person has altered, damaged or interfered with our work after completion, this may affect any complaint or warranty position.

Where a complaint involves more than one party, the cause may need to be established before responsibility can be determined.

Delays and Disruption

Building work can sometimes be affected by delays or disruption.

Delays may be caused by weather, material availability, supplier issues, customer decisions, access restrictions, hidden defects, additional work, planning matters, building control, illness, emergencies or events outside reasonable control.

Where a complaint relates to delay, TRM Innovations Ltd will review the circumstances and explain the position as clearly as possible.

Communication Concerns

If a customer is unhappy with communication during a project, they should raise the concern as soon as possible.

Good communication helps prevent small concerns from becoming larger problems. Customers should make us aware if they need clarification about the scope, timescale, access, payments, materials or project stages.

TRM Innovations Ltd aims to keep communication practical, but customers should understand that building work may involve changing site conditions and decisions that cannot always be predicted at the start.

Invoices and Payment Disputes

If a complaint relates to an invoice or payment, the customer should provide clear details of the item being disputed.

Undisputed amounts may still remain payable while a specific issue is reviewed.

TRM Innovations Ltd may pause further work or take appropriate steps where payment is withheld without a valid reason or where a dispute cannot be resolved informally.

Behaviour and Conduct

TRM Innovations Ltd expects workers, subcontractors and representatives to behave professionally when dealing with customers.

If a customer has a concern about conduct, language, site behaviour, respect for the property or professionalism, this should be reported promptly.

Likewise, customers are expected to communicate respectfully. Abusive, threatening or unreasonable behaviour may affect how the complaint can be handled.

Escalation

If a customer is unhappy with the initial response to a complaint, they may ask for the matter to be reviewed again.

The customer should explain why they disagree with the response and provide any further evidence or information they want considered.

TRM Innovations Ltd will review the matter again where there is a reasonable basis to do so.

External Advice or Resolution

Where a complaint cannot be resolved directly, customers may choose to seek independent advice.

Depending on the nature of the issue, this may include legal advice, consumer advice, insurance advice, mediation, trade body guidance or other appropriate routes.

TRM Innovations Ltd aims to resolve complaints fairly where possible, but some disputes may require external assistance if agreement cannot be reached.

Records of Complaints

TRM Innovations Ltd may keep records of complaints, supporting information, correspondence, photographs, inspections, decisions and outcomes.

These records help us manage the complaint, protect both parties and improve future working practices.

Personal information connected to complaints will be handled in line with our privacy policy.

Learning From Complaints

Complaints can help identify where improvements may be needed.

TRM Innovations Ltd may use complaint feedback to review communication, planning, workmanship, supplier choices, subcontractor management, site organisation and customer expectations.

The aim is to improve the way projects are managed and reduce the chance of similar issues happening again.

Policy Review

This complaints policy may be reviewed and updated from time to time to reflect changes in working practices, services, legal requirements or company procedures.

Any updates will be published on this page.

Contact Details

If you wish to make a complaint or ask a question about this complaints policy, you can contact TRM Innovations Ltd using the contact details shown on this page.

This complaints policy was last updated in June 2026.