Every building project carries the possibility of misunderstandings, snags, or genuine errors. The aim of this Complaints Policy is to give you a clear, predictable route for raising concerns with APEX M LTD (Company No. 15220750) so that they can be resolved as quickly and fairly as possible — without anyone needing to escalate to a formal external process unless absolutely necessary.
1. How to raise a complaint
Complaints should be sent in writing to stripeapexm@gmail.com or via the Get In Touch page, or by post to APEX M LTD, 128 City Road, London, England, EC1V 2NX. To help us respond quickly, please include your name, the project reference (if available), the project address, a clear description of the issue, the date the issue arose, and any supporting photographs or measurements.
Verbal concerns raised during the documented handover will also be treated as a complaint if you ask us to record them as such. In that case we will follow the same process set out below.
2. Acknowledgement
APEX M LTD aims to acknowledge every complaint within 2 working days of receipt. The acknowledgement will confirm that the complaint has been received and will set out the next steps, including when you can expect a substantive response and who will be your single point of contact.
3. Investigation
A substantive response will follow within 14 working days of acknowledgement. Where the investigation is straightforward — for example, a clear snag identified shortly after handover — we will usually be able to respond well within this timeframe. Where the investigation involves a return site visit, sub-trade correspondence, manufacturer warranty, building control follow-up, or insurance enquiry, the response may take longer; in those cases we will keep you updated on progress.
4. Outcome
The substantive response will set out our understanding of the issue, the conclusions reached, and the action proposed. Where the complaint is upheld, the action may include returning to site to put the work right, refunding part of the project price, replacing materials, recovering a manufacturer warranty on your behalf, or a combination of these. Where the complaint is not upheld, the response will explain the reasoning and the evidence considered.
5. Escalation
If you are not satisfied with the outcome, please reply within 14 days setting out why you remain unsatisfied. The director, Sujata Gurun, will review the case in full again and respond within a further 14 working days. The second response is treated as APEX M LTD's final response.
If you remain dissatisfied after the final response you may refer the complaint to an appropriate consumer dispute resolution body, to Citizens Advice / Trading Standards, to Building Control where the matter relates to regulated works, or ultimately to the courts. These external routes are independent of APEX M LTD.
6. Records
Complaints and their outcomes are recorded as part of the project record and retained for the same period as other project records, in line with the Privacy Policy.
7. Confidentiality
Complaints are handled confidentially. Information shared during a complaint is used only for the purpose of investigating and resolving the complaint, and is not shared with any third party except where strictly necessary (for example, with an insurer if the complaint involves a potential claim).
8. Statutory rights
This Complaints Policy does not affect your statutory rights as a consumer. You may at any time pursue your statutory rights through the appropriate channels, whether or not the complaints process set out above has been completed.