Complaints Procedure
Hogarth Timber Limited
- Our Commitment
Hogarth Timber Limited is committed to delivering high-quality bespoke timber buildings, skilled workmanship, and clear communication throughout every project.
We take all complaints seriously and aim to resolve concerns fairly, promptly, and professionally.
This complaints procedure does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.
- Definition of a Complaint
A complaint is any expression of dissatisfaction relating to:
- Workmanship
- Materials
- Delays
- Communication
- Pricing
- Damage
- Alleged defects
- Incomplete works
- Bespoke Design Responsibility
Many of our buildings are constructed to customer-provided drawings, specifications, or instructions.
Where buildings are constructed to customer-provided drawings or specifications, Hogarth Timber Limited is not responsible for:
- Design flaws
- Structural inadequacies inherent in the design
- Planning or building regulation non-compliance
- Performance issues arising from the customer’s design
Unless we have expressly agreed in writing to provide design services, responsibility for the suitability and compliance of customer-supplied designs remains with the customer.
Any requested changes to agreed drawings or specifications must be confirmed in writing and may result in additional costs and/or revised completion dates.
- Natural Materials Disclaimer
Timber is a natural material and may contain:
- Knots
- Variations in grain and colour
- Resin bleed
- Minor splits or surface checking
- Seasonal movement, expansion or contraction
These characteristics are inherent to timber and do not constitute defects or grounds for rejection, provided the building remains structurally sound and fit for its intended purpose.
Seasonal movement, minor shrinkage gaps, hairline cracking of paint or sealant, and natural weathering are normal and not considered defects.
- Reporting a Complaint
Complaints may be made by phone, email, in writing, or in person.
Customers should provide:
- Full name and contact details
- Project address
- Clear description of the issue
- Photographs and supporting documents where applicable
Visible defects must be reported within 14 days of practical completion.
Any issues discovered after this period must be reported within a reasonable time after discovery.
- Complaints Handling Process
- Complaints will be acknowledged within 3 working days.
- An investigation will normally be completed within 14 working days.
- A written response will be issued outlining our findings and any proposed resolution.
Where additional time is required due to complexity or weather/site access limitations, we will notify you accordingly.
- Opportunity to Inspect and Remedy
Customers must provide reasonable access to allow us to inspect any alleged defect.
We must be given a reasonable opportunity to carry out any necessary remedial works.
We are not liable for the cost of third-party remedial works unless such works have been agreed in writing in advance.
- Practical Completion and Snagging
Practical completion occurs when the building is structurally complete and fit for its intended use.
Any minor outstanding items will be recorded on a snagging list and rectified within a reasonable timeframe.
Minor cosmetic items do not constitute grounds for withholding final payment.
- Exclusions
We are not liable for:
- Natural timber characteristics as outlined above
- Normal wear and tear
- Lack of maintenance
- Failure to follow aftercare guidance
- Misuse or neglect
- Third-party alterations or modifications
- Customer-installed fixtures, fittings, or services
- Condensation caused by inadequate ventilation or heating
- Movement or issues arising from bases, foundations, or ground conditions not constructed by us
- Delays caused by adverse weather, restricted site access, or circumstances beyond our control
- Escalation
If you remain dissatisfied following our initial response, you may request escalation to senior management.
A final written response will be issued within 14 working days of escalation.
Where a resolution cannot be reached, both parties may agree to refer the matter to an independent mediation service before legal proceedings are commenced.
- Continuous Improvement
All complaints are logged and reviewed to improve our products, processes, and customer service.