Getting response from builder following complaint

you should have had a written quote with the companys details on it, name address and telephone numbers

Never employ a builder without an address and especially a landline

It is always best if at all possible to ask friends and neighbors or other parents at the school gate or ask in the post office if they know of someone they have employed to do a similar job and would trust to employ again. Then always ask for a quote and any contact details until you get to know and trust them. Once you have some details you can do a bit of detective work just to see if their contact info given checks out. If the person you employ is their first job with you, don`t pay anything until the work gets started or just before, then only pay for the materials for the first part of the work, if they need it. (not all tradesmen have enough in their bank accounts to see a larger job through to the end). You could agree at the beginning to make interim payments, maybe two or three along the way and always keeping the final and perhaps largest payment until all the work has been completed and you are 100% happy with what has been done. If the job is a new house or extension or similar, you can hold back a small percentage for up to six months to make sure they come back if needed when settlement cracks may show, and to put it right. If the tradesman does a good job, keep hold of them for the next time and to help them and all your friends spread the word recommending him/her to them. Be kind and try not to leave ten years between each job. Good hunting