If something isn't right

How to raise an issue, when Beams covers costs, and the path through if a relationship breaks down.

Cancelling your project or pausing your accountPause your project, cancel before the HIC is signed, or terminate after — all are possible. The path depends on where you are in the journey.
Filing a formal complaintA formal complaint under the Customer Agreement is the next step if you've raised an issue with us and you're still not satisfied. It triggers a more thorough review and a written response.
How to tell us when something isn't rightIf something on your project isn't right, tell us early. We'd rather hear from you while there's something to do about it than read about it later.
If you feel unsafeContact your local law enforcement first. Then tell us. UK regulatory backstops are listed at the bottom of this article.
Reporting suspicious or inappropriate behaviourIf a builder or anyone connected to a Beams project behaves inappropriately, tell us. The Beams Code of Conduct is the standard; we act on every report we receive.
Three ways to report a concernThree ways to flag concerns with us — through your account, anonymously without an account, or with a request that we don't contact your builder. Pick the one that fits.
What to do if your project is paused or your builder pauses workPauses are proposed and recorded by your builder through the milestone schedule on the platform. You can decline to approve a milestone if something needs sorting, but you can't directly pause or adjust the programme yourself. Your build advisor coordinates the path back.
What to do if your relationship with your builder breaks downTry to sort it out with your builder first. If that doesn't work, your build advisor is the next step. Your contractual rights under the Home Improvement Contract and Customer Agreement govern what happens from there.
What we will and won't refundThe Beams Customer Agreement and your Home Improvement Contract govern what Beams will and won't refund. The clearest case is the design fee — if you're not happy with the design intent we produced, we'll work with you to correct it or refund the fee. This article doesn't override either contract.
When Beams covers costsTwo situations. If our design service contained a clear error in the design intent we produced and you'd rather have the fee back than the rework, we refund the design fee. If your builder can't complete your project, the escrow plus the network of replacement builders gets the work finished.