Complaints Procedure

Last updated: June 2026. HarborPoint Renovations takes complaints seriously and aims to resolve them fairly, transparently and as quickly as possible.

Stage 1 — Informal resolution

If something has gone wrong, please contact me directly by email at ino@harborpointrenovations.co.uk or by phone on +44 7375 827000. Most issues can be resolved through an informal conversation within a few business days.

Stage 2 — Formal review

If the issue cannot be resolved informally, you can request a formal review by emailing a written complaint to ino@harborpointrenovations.co.uk. I will acknowledge receipt within 3 business days and provide a full written response within 14 business days, explaining my findings and any proposed resolution.

Stage 3 — Final resolution

If you remain unhappy after Stage 2, you can request a final review. A final written response will be provided within a further 14 business days. If this does not resolve the issue to your satisfaction, you retain the right to take the matter further through independent dispute resolution or the courts.

Confidentiality

All complaints are handled in confidence. Records of complaints are retained as part of normal project documentation.