Complaints Procedure

Lawson Property & Sons
(a trading name of BNMS Empire Ltd, Company No. 10856795)

Effective Date: October 2025

Our Commitment

At Lawson Property & Sons, we take pride in delivering quality workmanship and excellent customer service.
We understand that, occasionally, things may not go as planned — and when that happens, we’re committed to resolving issues quickly, fairly, and professionally.

We view all feedback, including complaints, as an opportunity to learn, improve, and strengthen the trust we build with our customers.

Step 1: Raising a Concern

If you are dissatisfied with any aspect of our service, please let us know as soon as possible.
You can contact us by:

📧 Email: lawsonpropertyandsons@gmail.com
📞 Phone: 07432 466703
📍 Post: Lawson Property & Sons, Attleborough Court, Sydenham, London, SE23 3PL

Please include:

• Your full name and contact details
  
  

• The address of the property or project (if applicable)
  
  

• Details of your concern or complaint
  
  

• Any supporting evidence (photos, invoices, or correspondence)
  
  

We aim to acknowledge your complaint within 3 working days.

Step 2: Investigation

Your complaint will be reviewed by a senior member of our management team (usually Sean or Mrs Lawson).

We will:

• Investigate the matter thoroughly
  
  

• Review relevant records, communications, or site reports
  
  

• Speak with any staff or contractors involved
  
  

You will receive a written response within 10 working days, outlining our findings and proposed resolution.
If additional time is needed (for example, if further investigation is required), we will keep you informed throughout.

Step 3: Resolution

Where your complaint is upheld, we will take one or more of the following actions:

• Offer an apology and explanation
  
  

• Arrange for remedial work or correction where appropriate
  
  

• Review internal processes to prevent recurrence
  
  

• Offer compensation, if applicable and appropriate
  
  

Our goal is always to resolve complaints in a way that is fair, proportionate, and satisfactory to all parties.

Step 4: Escalation

If you remain unhappy with our response, you may request that your complaint be reviewed by a Director of BNMS Empire Ltd.
We will conduct an independent review and provide a final written decision within 10 working days of your escalation request.

If the complaint still cannot be resolved, you may seek independent advice or alternative dispute resolution (ADR) through Citizens Advice or Trading Standards.

Step 5: Learning from Feedback

We record all complaints and regularly review them to identify trends or areas where our service can be improved.
This ensures continuous development and maintains the high standards our clients expect.

Confidentiality

All complaints will be handled in strict confidence and in accordance with our Privacy Policy.
We will only share details with those directly involved in resolving your concern.

Review

This procedure will be reviewed annually or sooner if required by business changes, legislation, or client feedback.

© 2025 Lawson Property & Sons — a trading name of BNMS Empire Ltd (Registered in England & Wales, Company No. 10856795).

Registered Office: Attleborough Court, Sydenham, London, SE23 3PL
Email: lawsonpropertyandsons@gmail.com Phone: 07432 466703
All rights reserved.