At Builder Depot, we aim to provide a high standard of service. If you're unhappy with the service you've received and would like to make a formal complaint, please submit your complaint in writing so that it can be reviewed and investigated.
How do I make a formal complaint?
Formal complaints should be submitted in writing using one of the following methods:
Online: Submit your complaint through our Contact Us page
Email: support@builderdepot.zendesk.com
When submitting your complaint, please provide:
- Your full name and contact details
- Your ORD or SHP reference, where applicable
- The date of purchase or relevant interaction
- A clear description of what has happened
- Any relevant photographs, documents or other supporting information
- The outcome or resolution you are seeking
Providing as much information as possible will help us investigate your complaint.
What happens after I submit my complaint?
We will acknowledge your formal complaint within 2 working days.
Your complaint will then be reviewed and investigated by the appropriate team. We aim to provide a written response within 5 working days of acknowledging your complaint.
If we require additional information from you, or the matter requires further investigation, it may take longer to provide a full response. Where this happens, we will update you and advise you of the expected next steps.
I'm unhappy with the response to my complaint
If you are unhappy with the response you receive, please reply to the complaint correspondence explaining why you remain dissatisfied and what you would like us to review.
Your concerns can then be reviewed further by the appropriate team.
Your information and statutory rights
Complaints are handled in accordance with our applicable data protection obligations.
Making a complaint does not affect any statutory rights you may have.
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