Complaints Procedure

Our Commitment

Building Prices South Africa takes complaints seriously. If you have a concern about your experience using this platform or about an enquiry submitted through this website, we want to hear from you. This page explains what types of complaints we can review and how to submit one.

Understanding the Platform's Role

Building Prices South Africa is a quote-request and lead-generation platform. We connect users with independent local service providers. The providers who respond to quote requests are independent businesses — they are not employees, agents, or contractors of this platform.

This means that matters relating to workmanship quality, pricing disputes, conduct on-site, job completion, or any contractual obligations must be handled directly between you and the independent provider you engaged.

What This Platform Can Review

We may be able to assist with complaints that relate directly to this platform, including:

• –Problems submitting a quote request through the website.
• –Concerns about how your personal information was handled.
• –Issues with communications sent by or through this platform.
• –Concerns about the accuracy of general information published on this website.
• –Reports of inappropriate behaviour from a provider during the enquiry process.

What Must Be Resolved Directly With the Provider

The following matters are between you and the independent provider and must be resolved directly with them:

• –Disputes about workmanship, quality, or the standard of completed work.
• –Pricing disagreements or invoicing disputes.
• –Non-attendance or failure to respond after contact was made.
• –Damage caused during the job.
• –Warranty or guarantee claims on completed work.
• –Compliance certificate disputes.

We recommend that you always obtain a written quote before work begins, keep copies of all correspondence with the provider, and pay only after the agreed scope of work has been completed to your satisfaction.

How to Submit a Complaint

To submit a complaint about this platform, please contact us with the following information:

• –Your full name and contact details.
• –A clear description of the issue.
• –The date or dates the issue occurred.
• –Details of the independent provider involved, if applicable — such as their name, business name, or contact number.
• –Any relevant reference numbers, quote references, or invoice numbers.
• –Any supporting documents you wish to include, such as quotes, invoices, photographs, or written correspondence.
• –The outcome you are seeking.

Send complaints to: info@buildingpricessouthafrica.co.za.

Response Process

We aim to acknowledge complaints within 3 business days and to provide a substantive response within 14 business days. Complex matters — for example, complaints that require input from an independent provider — may take longer; where that happens we will keep you informed of progress by email.

Escalation

If you are not satisfied with the outcome of your complaint, you may escalate the matter to the relevant consumer protection authority in South Africa, including the National Consumer Commission (NCC) at www.thencc.gov.za.