Complaints Policy
Last updated: 4 November 2025
At Kabilo, we take pride in providing a professional, transparent, and high-quality service on every project.
However, we understand that on rare occasions, issues may arise. We value all feedback and treat every complaint as an opportunity to improve our performance and client experience.
This policy explains how you can raise a concern and how we will handle it.
1. Our Commitment
We are committed to:
Handling all complaints promptly, fairly, and confidentially;
Aiming to resolve issues at the earliest opportunity;
Keeping clients informed throughout the process;
Learning from feedback to continually improve our standards and services.
2. How to Make a Complaint
If you wish to make a complaint, please contact us through any of the following methods:
📧 Email: info@kabilo.co.uk
📍 Address: Kabilo, 111 Cottonworks House, London, N7 7FN, United Kingdom
📞 Phone: +44 20 1234 5678
Please include the following information to help us handle your complaint efficiently:
Your full name and contact details;
Details of the complaint, including relevant dates, locations, and description of the issue;
Any supporting documents or evidence (e.g., photographs, correspondence, or invoices).
3. Our Process
Acknowledgement – We will acknowledge your complaint within 2 working days of receipt.
Investigation – Your complaint will be reviewed by a senior manager or project lead.
Response – A full written response will be provided within 10 working days.
Resolution – We will propose a fair and reasonable resolution and take corrective action where necessary.
If further time is required for investigation, we will notify you and keep you updated on progress.
4. Escalation
If you are dissatisfied with our initial response, you may request a review by a Company Director.
If the matter still cannot be resolved, you may refer your complaint to an appropriate Alternative Dispute Resolution (ADR) body or relevant trade association, if applicable.
5. Record Keeping
All complaints are recorded, monitored, and reviewed regularly.
We use this information to identify patterns, prevent recurrence, and enhance our service quality.
6. Contact Us
We appreciate your feedback and are committed to resolving all matters quickly and fairly.
For complaints or general feedback, please contact:
📧 info@kabilo.co.uk
📍 Kabilo, 111 Cottonworks House, London, N7 7FN, United Kingdom
📞 +44 20 1234 5678