Legal
Complaints procedure
If something has gone wrong, tell us. A complaint handled early is usually a problem solved; a complaint left alone rarely is.
How to complain
Email anatolie@arprojectgroup.com with “Complaint” in the subject line. If you would rather write, ask us for a postal address and we will give you one.
Tell us what happened, when, and what you would like us to do about it. You do not need to use any particular form of words.
What happens next
Within 5 working days — we acknowledge your complaint in writing and tell you who is dealing with it.
Within 21 days — we give you a written response setting out what we have found, whether we agree, and what we propose to do.
If we need longer — because we have to obtain records or take advice — we will tell you why and give you a new date.
If you are not satisfied
Write and tell us, and we will review the matter again and give you a final written response within a further 21 days.
If you remain unsatisfied after our final response, you are free to take the matter further, including through the courts. Nothing in this procedure affects your legal rights.
Data protection complaints
If your complaint is about how we have handled your personal information, the same procedure applies, except that we will acknowledge it within 30 days. You can also complain to the Information Commissioner’s Office at ico.org.uk without coming to us first.
Your project
Tell us what you want to build.
Send photographs, the address and a description. You get a written view of what looks likely, which route applies, and what would need checking properly before you spend anything.