Contacting us and complaints
Last updated: 12 October 2026
This page tells you how to contact us for different purposes, how legal notices are sent to us, and how we handle complaints. Our company information is in the Legal notice.
How to contact us
| For | Write to | Put in the subject line |
|---|---|---|
| A new project or commission | projects@byjoom.com | The place and type of project |
| Press, studio and collaboration questions | studio@byjoom.com | Press, or Collaboration |
| Legal notices, privacy and data-protection requests, rights and accuracy questions, and concerns | legal@byjoom.com | Legal notice, Privacy request, Rights, Accuracy or Concern |
| General enquiries, permission to use content, accessibility feedback and complaints | hello@byjoom.com | Permission, Accessibility or Complaint |
We do not publish a telephone number or postal address for enquiries. If you need to speak to someone, say so in your email and we will arrange a call at a time that suits you.
What to include in a project enquiry. Who the building is for, where the site is, what you want to happen there, your timeline and your budget range if you can share it, and who will decide. This is the same information we start every project with.
Response times. We aim to acknowledge every message within 3 working days. We cannot give legal, planning or technical advice by email without an agreement for it.
Legal notices to us
- A legal notice, claim or other formal document to us must be in writing and in English (or with an English translation) and must be sent both by email to legal@byjoom.com with the subject "Legal notice" and to our registered office, the address of which is in the Legal notice.
- A notice sent by email is treated as received on the next working day after it is sent, if it is sent before 17:00 (UK time) on a working day, and otherwise on the second working day. A notice delivered by hand to the registered office is received when it is left there, and one sent by pre-paid first-class post is received on the second working day after posting (or the sixth working day after posting if sent from or to a country outside the United Kingdom).
- Notices under an engagement agreement are sent as that agreement provides, not as in this section.
- Service of legal proceedings is governed by the law of the court concerned. Nothing in this section limits it.
Complaints
We want to know if we have got something wrong, and we will deal with every complaint fairly, quickly and without charge.
- Tell us. Email hello@byjoom.com with the subject "Complaint". Say what happened, when, who was involved, what you want us to do, and how to reach you. If it concerns a project, give its name and the agreement reference.
- Acknowledgement. We will confirm that we have your complaint within 3 working days, name the person who is handling it, and say when you will have an answer.
- Investigation. The complaint will be looked at by a person who was not involved in the matter, where we can arrange it. We will contact you if we need more information.
- Reply. We aim to send you our full written reply, with reasons and any remedy we propose, within 20 working days. If we need longer, we will explain why and say when you will hear from us.
- Review. If you are not satisfied, you can ask for a senior review of the reply within 30 days of receiving it. We will respond within 15 working days.
- Outside the process. Using this process does not affect your right to go to a regulator or court. Depending on the subject, that can be:
- a data-protection regulator (see the Privacy notice);
- an accessibility or equality body (see the Accessibility statement);
- where a complaint concerns an individual who is registered with a professional regulator (for example, the Architects Registration Board in the United Kingdom, or the Engineers Syndicate in Egypt), that regulator;
- a consumer-protection authority in your country, such as Citizens Advice in the United Kingdom or the Consumer Protection Agency in Egypt;
- a mediation or arbitration service, if your agreement with us provides for one; or
- the courts named in your agreement or in Jurisdictions and governing law.
Raising a concern
If you are a worker, collaborator, supplier or client and you have a concern about a serious wrongdoing connected with JOOM (for example corruption, fraud, a danger to health or safety, or a breach of the law), you may tell us in confidence at legal@byjoom.com with the subject "Concern". We will not tolerate reprisals against anyone who raises a genuine concern in good faith, and in the United Kingdom the Public Interest Disclosure Act 1998 gives qualifying workers protection. See Business conduct and compliance.
Reports of infringing content
If you believe content on the Website infringes your rights, email legal@byjoom.com with the subject "Rights", identify the content and your right in it, and give your contact details. We will review the matter promptly.