Complaints Policy
How to raise a complaint and how SummitStone Works investigates and resolves concerns.
Last updated: 14 June 2026
Our Commitment
SummitStone Works is committed to providing a high standard of residential stonework and customer service. We take any concerns seriously and treat every complaint as an opportunity to put things right and to improve. This policy explains how to raise a complaint and how we will handle it.
How to Make a Complaint
If you are unhappy with any aspect of our service or workmanship, please contact us as soon as possible so we can address it. You can raise a complaint by:
- Email: summitstoneworkss@gmail.com
- Telephone: +44 7570 732444
- Post: SummitStone Works, 544 Manor Street, London, E12 6QN
To help us deal with your complaint quickly, please include your name, contact details, the project or package concerned, the date of the work or booking, and a clear description of the issue and what you would like us to do to resolve it.
How We Will Handle Your Complaint
We follow a clear, fair process for every complaint:
- Acknowledgement. We will acknowledge your complaint, normally within three (3) business days of receiving it.
- Investigation. We will look into the matter fully, reviewing the written specification, correspondence, and the work carried out, and we may contact you for further information.
- Response. We will provide a full written response, normally within fourteen (14) business days. If we need longer because the matter is complex, we will let you know and keep you updated.
- Resolution. Where we agree that something has gone wrong, we will explain how we propose to put it right, which may include carrying out remedial work.
If You Are Still Not Satisfied
If you are not satisfied with our response, please let us know and we will review the matter again, where possible involving the owner directly. We will always try to reach a fair resolution through open and honest discussion.
If a complaint cannot be resolved between us, you may wish to seek independent advice or to use an appropriate alternative dispute resolution service. This does not affect your legal rights.
Our Promise
We will treat every complaint confidentially, courteously, and without prejudice to your rights. Raising a concern will never affect the standard of service you receive from us.
Contact
SummitStone Works
Operated by Sadiq Bhandari
544 Manor Street, London, E12 6QN
Email: summitstoneworkss@gmail.com
Phone: +44 7570 732444