Freephone
0800 022 3096

Complaints Handling Procedure - General


Complete Building Control Ltd (hereafter referred to as “CBC”) has a formal complaints procedure which adheres to the Code of Conduct for Approved Inspectors (June 2011) which is also referred to in the Building Control Performance Standards published by the Communities & Local Government (DCLG June 2014). Section 3 of the above Code of Conduct makes reference to a complaints handling procedure which includes a definition of a complaint according to the Construction Industry Council (CIC AIR Ltd).

CBC is dedicated to delivering the best possible service to its clients and has in place a Quality Management System (ISO 9001:2008) whereby internal complaints are handled in accordance with Section 8.3.4 of the above Code. A procedure has been formulated to assist in resolving issues which may arise in situations where CBC have not followed the correct procedures or may have failed to meet their standards of working practice. The procedure assists CBC in taking the right action to improve the service provided to its client’s and to ensure that complaints are fully investigated and dealt with efficiently.

Complaints procedure can be invoked by the customer or end user if we have:
  • Failed to provide a service at the right time or to the standard expected.
  • Failed to fulfil statutory responsibilities.
  • Failed to implement a decision.
  • Failed to comply with the twelve policies contained within the Building Control Performance Standards.
  • Failed to abide by the CIC Code of Conduct.
  • Failed to respond to a query or request for service.
  • Failed to follow the Service’s agreed policy or procedures.
  • Failed to take account of relevant matters when coming to a decision.
  • Unacceptable or discourteous behaviour provided by a member of staff.
  • Acted unfairly, discriminatingly or with bias or harassing behaviour.
Step 1 – Internal Procedure – Informal Complaint To Your Local Office

In the first instance, please contact your Building Control Surveyor via email at info@completebuildingcontrol.co.uk or by telephone 0121 212 3145 or his/her direct mobile number. If the complaint is not resolved, then it will be escalated by the Practice Manager via telephone, e-mail and confirmed in writing as a formal complaint. The company’s contact details can be found on the website, www.completebuildingcontrol.co.uk or contact Head Office on 0121 212 3145. The company will acknowledge the complaint within 5 working days and we will be happy to meet with you to discuss your concerns either on site or at your offices. If required, a formal reply will also be provided within 10 working days following the discussion or meeting.

If you choose not to arrange a meeting with a representative, CBC will nevertheless ensure your concerns are investigated thoroughly and aim to provide a written response within 10 working days. If a delay is envisaged you will be informed and given an explanation as to the reasons why and the likely timescale in responding to the complaint in full. However, if you are dissatisfied with the response you receive you may wish to make a formal complaint.

If this is the case, please put your concerns in writing to the Managing Director, Melap Singh at Head Office (details of which appear on our website www.completebuildingcontrol.co.uk ) providing as much information as possible. Melap Singh and his Co-Director Clive Parker will elicit all the facts and circumstances associated with the complaint and provide a response to the complainant within 10 working days of the complaint being referred to them under this formal internal procedure.

Throughout the process, the Managing Director will closely monitor your complaint, which will be carefully recorded as part of the Quality Manual of the quality management system the company has in place (records of which will be kept for at least six years) for auditing and legal purposes.



Step 2 – Formal Complaint to CIC

If you remain dissatisfied after exhausting our internal procedure, you may make a formal complaint in writing to Registrar at the Construction Industry Council Approved Inspector Register Ltd (CIC AIR Ltd) 26 Store Street, London, WC1E 7BT) details can be found on their website www.cic.org.uk. The Registrar will follow the procedure set out in Section 3 of the Approved Inspectors Code of Conduct. A copy of Section 3 of the “Code of Conduct for Approved Inspectors and Disciplinary Procedures” as issued by the Construction Industry Council Approved Inspector Register Ltd (CIC AIR Ltd) will be provided upon request to assist you in this process.

Please note that the decision of the CIC AIR Ltd shall be binding on the parties involved, subject to appeal.

Our Quality Management System ensures that any complaints are reviewed in order that we can continually strive to improve our services. We carefully monitor our client questionnaires in order to understand where we might be able to deliver a better service to our clients in future.