Complaints and Dispute Resolution

Version date: 18 August 2026

We aim to resolve concerns fairly, directly and without unnecessary formality. This policy applies to complaints about quotations, design, manufacture, delivery, installation, invoices, guarantees and personal information.

1. Raise the concern promptly

Please email enquiries@bespoketowerclocks.co.uk or write to:

March Oaks Construction Ltd, trading as Bespoke Tower Clocks
See the registered office in the website footer

Include where relevant:

• your name and preferred contact details;
• Quotation, Order Confirmation or invoice number;
• Site address;
• a clear description of the concern and desired outcome;
• dates and names of people already contacted;
• photographs, video, drawings or reports; and
• any immediate safety or water-ingress issue.

For urgent safety concerns, telephone 07833 045540 as well as sending written details.

2. Our response stages

Stage 1: acknowledgement and initial review

We aim to acknowledge a complaint within five Working Days.

We may ask for further information, photographs, maintenance records or safe access to inspect.

Stage 2: investigation

The person reviewing the matter will consider the Contract, Specification, delivery or installation records, relevant law and any guarantee terms.

Where appropriate, we may inspect the Goods, consult a component supplier or obtain an independent technical opinion.

Stage 3: proposed resolution

We aim to provide a substantive response within 20 Working Days after receiving the information reasonably needed. A complex technical or insurance-related matter may take longer; if so, we will explain the reason and give an update date.

A resolution may include explanation, correction, repair, replacement, repeat performance, price adjustment, refund, goodwill action or rejection of the complaint with reasons, depending on the Contract and legal rights.

Stage 4: final response

If the complaint remains unresolved, ask for a final written response. It will summarise our position and the available next steps.

3. Consumer statutory rights

This process does not replace or delay a Consumer’s statutory rights. A Consumer may be entitled to rejection, repair, replacement, repeat performance, price reduction, refund or damages depending on the circumstances.

We will not require a Consumer to use only a manufacturer’s warranty or commercial guarantee where a statutory claim exists against us.

4. Guarantee claims

A claim under the 25-Year Timber Guarantee should include the information required by that guarantee. We will assess whether the concern is:

• covered by the commercial guarantee;
• a potential statutory defect;
• a clock or component warranty matter;
• caused by installation, the receiving building or maintenance; or
• outside cover.

The correct classification does not prevent us considering another lawful remedy.

5. Alternative dispute resolution

Alternative dispute resolution, or ADR, is an independent way of resolving a Consumer dispute without going to court.

If a Consumer complaint remains unresolved after our final response, we will provide the information required by current law about any accredited ADR provider competent to deal with the dispute and will state whether we are legally obliged or willing to use that procedure.

Unless a Contract, trade-association rule or law says otherwise, publishing this policy does not by itself make participation in a particular ADR scheme mandatory. We may agree to mediation or another proportionate process where it is likely to help.

A Consumer can also obtain independent guidance from the Citizens Advice Consumer Service.

6. Privacy complaints

A complaint about personal information may be sent to the same email address and will be handled under the Privacy Policy.

You may also complain to the Information Commissioner’s Office.

7. Courts and urgent action

Nothing in this policy prevents either party using the courts, seeking urgent injunctive relief, reporting a safety issue to an authority or exercising a time-sensitive statutory right.

8. No retaliation

A genuine complaint will not affect the way we treat a current project, except where work must reasonably pause for safety, investigation, non-payment or prevention of further loss.