Complaints & Disputes
Last updated 1 August 2026
We would rather fix a problem than argue about it. This is the route to take.
Step 1 — Raise it
- Report the issue against the relevant reference from your dashboard, or in writing to us, including the reference number, what happened and what outcome you want.
Step 2 — Acknowledgement and review
- We aim to acknowledge a complaint within 2 working days and to give a substantive response within 10 working days.
- We may need site access, photographs or documents to assess the complaint.
Step 3 — Escalation
- If you are not satisfied with the response, ask for it to be escalated to a director for final internal review.
Step 4 — External resolution
- If the matter is still unresolved, the parties will attempt resolution by negotiation and then mediation in Kenya before commencing court proceedings.
- Nothing in this policy limits your statutory rights.
Payment and safety issues
- Suspected payment errors should be reported immediately with the payment reference so the transaction can be traced and reconciled.
- Any health, safety or structural safety concern on site must be reported immediately and will be treated as urgent.