When and how to escalate to Beams
If an issue can't be resolved directly, email build@beamsrenovation.com with the project ID, milestone, summary, photos, and correspondence. We acknowledge within a working day and give both sides our view on the evidence within three. If you still can't agree, an independent dispute resolution service is the next step.
If an issue can't be sorted out directly with the customer, bring Beams in. The article describes how, and what we can and can't do.
When to escalate
- Disagreement over quality — you and the customer can't agree on whether work meets spec.
- Payment approval issues — milestone evidence is being disputed.
- Safety questions — anything where a third-party assessment would help.
- Communication breakdown — the conversation has stopped working.
- Anything escalating to formal-complaint territory — the customer has mentioned legal advice, public reviews, or a formal complaint.
How to escalate
Email build@beamsrenovation.com (or call or WhatsApp 07401 359418) with:
- Project ID and milestone affected.
- A short summary — what happened, when, what's been done so far.
- Supporting photos or documentation.
- Any relevant emails or messages showing the customer correspondence.
Don't dump everything; pick the most relevant evidence. We need context, not a documentation pile.
What happens next
- Acknowledgement within one working day.
- We look at the evidence from both sides. We'll talk to you and to the customer separately if needed, and compare what's been submitted against what the HIC says.
- Our view, in writing, within around three working days. A short summary of how we read the evidence against the contract, and suggested next steps to help you both reach an agreement.
Beams gives a view, not a ruling
The Home Improvement Contract (HIC) is between you and the customer. Beams isn't a party to it and doesn't mediate or arbitrate. What we do is give both sides an honest view of the evidence against the contract, which is enough to settle most disputes. If you and the customer still can't agree after that, either of you can take it to an independent dispute resolution service, such as an ombudsman, and we'll point you to the right one. The courts of England and Wales remain available under the HIC's law and jurisdiction clause.
What this means for you
Escalate early when you need to. Sitting on a dispute makes it harder to sort out; bringing Beams in promptly while everything's still fresh in everyone's mind tends to land better.