Complaints procedure

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Complaints Procedure

1. Introduction

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will enable us to rectify the situation for you and help us improve our service for others in the future.

2. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigations to help us improve our service. We treat all complaints in confidence.

3. How you can make a complaint

You can complain by sending an email to us at info@wearematter.uk, or you can send a written complaint by post to Building B4, Unit 104, 3 Barton Yard, Soames Walk, London, England, SE10 0BN.

Your written complaint should include:

  • Your name and contact details

  • A clear description of the issue

  • Any supporting documents or evidence

Alternatively, you can telephone us on +44 20 3725 2607, but please be aware that we may, where appropriate, ask you to provide further details in writing.

4. How we handle complaints

A Director or Manager will initially review the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days, unless we agree on a different timescale with you.

What you can expect:

  • Acknowledgement – We will confirm receipt of your written complaint within 5 working days

  • Investigation – We will review your complaint carefully, and may contact you to clarify details or request further information

  • Response – We aim to provide a written response within 28 working days of acknowledgement. If more time is needed due to complexity, we will let you know and give an expected date for our reply

  • Resolution – Our response will set out our findings, any proposed remedies or actions, and any changes we will make to prevent similar issues in future

5. Time limits

You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

6. If you are dissatisfied with the outcome

At this stage, if you are still not satisfied, you should contact us again, and we will arrange for a director or Manager who has not had any dealings with your matter to review the initial decision. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

7. If you are still dissatisfied at this stage

If you are unhappy with our final response, you may be able to refer your complaint to the Institution of Structural Engineers if it relates to the professional conduct or competence of a member of the Institution.

Please note:

• The Institution does not investigate commercial matters such as fees, payment terms, or contractual disputes.

• Complaints must be submitted using the Institution’s official complaint form.

Further information is available at:

www.istructe.org/about-us/istructe-code-of-conduct/complaints-procedure

8. Confidentiality

• All complaints will be handled in confidence.

• Information will only be shared with those directly involved in resolving the matter.

Matter values all feedback, and your complaint will be used to help us improve the service we provide