Complaints Procedure

At 313 Developments, we are committed to maintaining high standards of professionalism, communication and service across every project and business relationship.

We recognise that concerns may occasionally arise and believe they should be addressed fairly, consistently and through the appropriate channels.

This procedure outlines how customers, suppliers, contractors and other parties can raise a formal complaint.

1. Raising a Complaint

If you are dissatisfied with any aspect of our services, communication or business operations, please submit your complaint in writing to:

Email: Complaints@313developments.com

To help us investigate your concerns efficiently, please include:

Your full name and contact details
The relevant project or service
A clear description of your complaint
Any supporting documentation or correspondence
The outcome you are seeking

2. Our Complaints Process

All formal complaints will be handled through the following procedure:

Stage 1 – Acknowledgement

We aim to acknowledge written complaints within five working days of receipt.

Stage 2 – Investigation

Your complaint will be reviewed by the appropriate member of our team. We may request additional information where necessary to ensure a fair and thorough assessment.

Stage 3 – Response

Following our investigation, we will provide a written response outlining our findings and, where appropriate, any proposed resolution.

We aim to provide a substantive response within 20 working days. Where further investigation is required, we will provide an update.

Stage 4 – Escalation

If you remain dissatisfied with our response, you may request that the matter be reviewed by senior management. Please explain why you consider the original response insufficient and provide any additional relevant information.

3. Supplier Invoices & Payment Enquiries

To ensure efficient financial administration, all suppliers and contractors are required to submit valid invoices through the appropriate accounts channel.

Invoices must be submitted to:

invoices@313developments.com

Invoices should clearly identify the services or works provided, the relevant project and any applicable purchase order or reference.

Payments are processed in accordance with the payment terms agreed between 313 Developments and the relevant supplier or contractor, subject to applicable law.

For routine enquiries relating to outstanding invoices, payment dates or remittance advice, please contact our accounts department directly.

Formal complaints concerning unresolved payment disputes may be submitted through the complaints procedure outlined above.

4. Fair Treatment & Communication

We expect all communications to remain professional and respectful.

We are committed to reviewing genuine concerns fairly and objectively. Abusive, threatening or discriminatory communication towards our employees or representatives will not be tolerated.

Where a complaint involves repeated correspondence about a matter that has already received a final response, we may review whether further investigation is warranted, taking account of any new information provided.

5. Confidentiality

Complaints will be handled sensitively, with information shared only where reasonably necessary to investigate and resolve the matter, or where otherwise required by law.

Personal information will be processed in accordance with our Privacy Policy.

6. Contact Us

For formal complaints or requests to escalate an unresolved matter, please contact:

313 Developments

Email: complaints@313developments.com

Website: www.313developments.com

We are committed to addressing concerns constructively and maintaining professional relationships with our customers, suppliers and contractors.