Complaints Procedure

Last reviewed: 27 September 2026

How to complain

Email hawkflowservices@gmail.com with your name, organisation, contact details, the site or job reference, what happened, relevant dates and the outcome you are seeking. Mark the subject “Complaint”. If email is unsuitable, use the contact form and ask us to arrange an alternative accessible route.

What happens next

• We aim to acknowledge the complaint within two business days.
• A person not directly responsible for the disputed work will review it where practicable.
• We may request documents, arrange a call or, where relevant and proportionate, revisit the site.
• We aim to provide a substantive response within 10 business days. If the matter is complex, we will explain the reason and aim to conclude it within 20 business days.

Possible outcomes

Depending on the facts and the contract, we may explain our findings, correct a record, provide additional information, repeat or remedy an affected part of the service, agree a proportionate commercial resolution, or reject the complaint with reasons. Nothing in this procedure is an admission of liability or removes either party's legal rights.

Escalation

If you remain dissatisfied, ask for a final review by a director. We will identify any relevant external route that applies to the issue. Insurance notifications and legal correspondence may need to be handled through our insurer or adviser, and we may pause a proposed resolution while their instructions are obtained.

Urgent safety concerns

If you believe there is an immediate risk to health, do not wait for the complaints process. Follow your site emergency and water-safety arrangements, notify the responsible dutyholder and obtain appropriate competent advice. In an emergency, contact the relevant emergency service or enforcing authority.

Privacy and records

We keep a complaint record to investigate, learn from outcomes, meet insurance and legal obligations, and defend legal rights. See our privacy notice.