At Draw Plans, we aim to provide the highest quality service at every stage of your project. 
However, we recognise that from time to time issues may arise. We take all concerns seriously and have a clear complaints procedure in place to ensure matters are dealt with promptly, fairly, and professionally.
 

1. How to Make a Complaint

If you have a concern or complaint, please contact us as soon as possible so we can try to resolve it quickly.

• Email: support@drawplans.uk

• Phone: 020 3921 0745

• Post: 65 Kings Hall Road BR3 1LR
   

When making a complaint, please provide:

• Your full name and contact details.

• The project address (if applicable).

• A clear description of the issue.

• Any relevant supporting documents (emails, invoices, drawings, etc.).
   

2. Acknowledgement

• We will acknowledge your complaint in writing within 5 working days.

• At this stage we may ask for further information to help us fully understand the matter.
   

3. Investigation

• Your complaint will be reviewed by a senior member of our team who was not directly involved in the issue.

• We may contact you to discuss the complaint in more detail and to explore possible resolutions.

• We aim to complete our investigation and provide a written response within 20 working days of acknowledging your complaint.
   

4. Our Response

Our written response will include:

• A summary of your complaint.

• The outcome of our investigation.

• Any steps we have taken or will take to resolve the issue.

• Where appropriate, an apology and/or a proposal for corrective action.
   

5. Escalation

If you are not satisfied with our response:

• You may request a further review, which will be carried out by a director of the practice.

• If you remain dissatisfied after this stage, you may be able to escalate the complaint to an independent body or another regulator if applicable
   

6. Record Keeping

All complaints are logged and reviewed periodically to help us improve our services and prevent future issues.

​