Complaints & Dispute Resolution

Complaints & Client Support

Most projects carried out by Guild Members proceed smoothly and to the satisfaction of all parties. However, if concerns arise, the Guild provides a structured process to help resolve issues fairly and efficiently.

All Guild Members are required to comply with the Guild’s Code of Ethical Practice and Code of Conduct, and failure to maintain these standards may result in disciplinary action, including removal from membership.

This process exists to protect both clients and members while maintaining the high standards expected of the Guild.

Resolution process

STEP 1

Contact your builder

Speak to the builder

In most cases, concerns can be resolved quickly by discussing the issue directly with the builder responsible for the work.

Guild Members are required to maintain their own internal complaints process and to respond to client concerns promptly and professionally.

We recommend raising the issue with the builder first and giving them the opportunity to investigate and correct the problem.

STEP 2

Contact the Guild

Contact the Guild

If the issue cannot be resolved directly, you may submit a complaint to the Guild.

The Guild will review the information provided by both parties and may request supporting documents such as:

  • estimates or contracts
  • drawings or specifications
  • relevant correspondence
  • details of payments made

This allows the Guild to understand the circumstances of the project and assess the matter fairly.

STEP 3

Dispute resolution

Review and resolution

Depending on the nature of the complaint, the Guild may:

  • seek clarification from both parties
  • appoint a conciliator to help reach an agreed solution
  • review the matter through the Guild’s disciplinary procedures

The aim is always to resolve issues fairly while avoiding unnecessary legal proceedings wherever possible.

Maintaining Guild Standards

Maintaining Guild Standards

Where a complaint demonstrates that a Member has failed to meet the Guild’s Code of Conduct, the Guild may take disciplinary action.

This can include formal warnings, censure, or ultimately the removal of membership.

The Guild takes its responsibility to uphold professional standards seriously.

Submitting a Complaint

If you wish to raise a complaint regarding a Guild Member, please contact the Guild office and provide:

  • your contact details
  • the name of the Member involved
  • details of the work carried out
  • a summary of the issue

The Guild will acknowledge your complaint and advise you on the next steps.

Submitting a Complaint