Complaints procedure

Last updated: October 2026

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We take pride in our work and want every client to be happy with the finished result. If something is not right, please tell us so that we can put it right. This procedure explains how to complain and what will happen next.

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Step 1: Tell us

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Contact us as soon as possible by phone on 07719 664 615, by email to koniuconstruction@gmail.com, or in writing to Koniu Construction Ltd, 4 Gables Court, 239-241 Malden Road, London SM3 8EQ. Please include your name, the project address, what went wrong and what you would like us to do. Photos are helpful.

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Step 2: We acknowledge your complaint

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We will acknowledge your complaint within three working days and tell you who is dealing with it.

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Step 3: We investigate

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We will usually arrange to visit and inspect the work. We aim to give you a full written response within 14 days. If we need longer, for example because a supplier or manufacturer needs to inspect a product, we will tell you why and when you can expect our response.

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Step 4: Putting it right

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If we are at fault, we will agree with you what we will do and when, and put it right as quickly as possible. Depending on the problem, this may mean returning to repair or redo the work, replacing faulty materials or offering a fair price reduction.

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If you are still not satisfied

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If you are not satisfied with our final response, the director of the company will review your complaint. If we still cannot agree, we will write to you with details of an alternative dispute resolution provider and tell you whether we are willing to use it. You can also get free, impartial advice from the Citizens Advice consumer helpline on 0808 223 1133.

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Making a complaint does not affect your legal rights.