Making a Complaint

At Urban Brix, we take great pride in delivering excellent customer service, though we recognise there may be times when we fall short. If any aspect of our service doesn’t meet your expectations, please let us know, your feedback is important to us. We take all complaints seriously and use them as an opportunity to improve both our services and team performance.

We’re confident that our customer service team can offer a prompt and effective resolution to any concerns you may have.

It’s important that you’re happy with the service we provide, and we’re sorry if we’ve not met this standard. If we get things wrong and you’re unhappy, please let us know. We’re here to help.

Contact our Customer Service Team who are fully trained to deal with a broad range of issues. Where possible, the team will do everything they can to sort out your issue right away. Where this isn’t possible, they’ll advise on how long it will take to resolve the issue, and provide you with regular updates.

To log a complaint, you can contact us by:

• Calling our customer services team on 07396 721002. You can find our opening hours here.
• Emailing us via our contact form.
• Writing to us at Urban Brix Team, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Remember, you can contact Citizens Advice anytime during the complaint process for free, independent and practical advice.

If you’re still dissatisfied with how your complaint is being handled, you can get in touch with us, and your complaint will be passed on to a specialist within our Complaints Team. Please be sure to include your full name and your complaints reference number.

Write to us at this address: Customer Escalations Team, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Our team will carefully review your complaint and keep you updated on any next steps. Please note that certain matters may take longer to resolve.

If we’re unable to reach a resolution, we’ll provide a written explanation of our decision. Additionally, if your complaint remains unresolved after 8 weeks, we’ll inform you in writing of your right to refer the matter to the Ombudsman Service.

We understand that some complaints may take longer to resolve than others. However, in certain cases, a resolution may not be possible with our internal process. If your complaint remains unresolved after 8 weeks, or we issue a ‘deadlock’ letter, you have the right to refer your case to the Ombudsman for an independent review.

The Ombudsman provide a free, impartial service to consumers. They will investigate your complaint and issue a final decision.