Complaint Handling Procedure

1. Introduction

Complete Building Control Ltd (CBC) maintains a formal complaints handling procedure (CHP) in accordance with the Operational Standard Rules of its regulator, the Building Safety Regulator (BSR). A copy of this procedure is available to interested parties on request.

Anyone dissatisfied with CBC’s services may raise a complaint. CBC aims to deal with concerns fairly, promptly and transparently, with an auditable record of formal complaints and their outcomes.

2. Defining a complaint

A complaint is an expression of dissatisfaction concerning CBC’s services which has not been resolved within a reasonable period. Complaints may relate to the company or an individual member of its team. CBC seeks to settle issues informally wherever possible.

As a first step, please contact the Registered Building Inspector responsible for the project, by telephone or in writing. The inspector will aim to resolve the issue during the call or through a site visit within five working days. If this does not resolve the matter, the formal process in Section 3 applies.

Examples of matters CBC may consider as complaints include:

  • Service delays or a service falling below the expected standard.
  • Failure to discharge statutory duties or implement a decision.
  • Failure to follow the Code of Conduct for Registered Building Inspectors or Professional Conduct Rules for Registered Building Control Approvers.
  • Failure to consider relevant information when making a decision.
  • An unsatisfactory answer to an enquiry or service request.
  • Discourteous or unacceptable conduct by an employee or consultant.
  • Harassment, bias or unfair discrimination.

Matters CBC would not normally treat as complaints under this procedure include:

  • Disagreements with technical Building Regulations assessments at plan-check or site-inspection stage.
  • Misunderstandings or objections concerning minimum Building Regulations requirements.
  • Regulatory decisions taken by CBC in its capacity as a Registered Building Control Approver.
  • Unsubstantiated criticism of the scope of the building control service.
  • Workmanship or warranty matters outside CBC’s Building Regulations remit.
  • Disagreement with a legal requirement CBC must apply.
  • Warranty claims where CBC’s complaints procedure has not first been followed.
  • Decisions made by the local planning authority.

These examples are illustrative rather than exhaustive.

3. Reporting your formal complaint

If the Registered Building Inspector has not resolved your concern, please submit a formal complaint by letter or email to Sonila Rama, Interim Admin Manager, at sonila@completebuildingcontrol.co.uk. If you initially contact CBC by telephone, you will be asked to provide a written account and any supporting information.

Contact: Sonila Rama, Interim Admin Manager | Email: sonila@completebuildingcontrol.co.uk | Telephone: 0121 212 3145.

  • CBC will acknowledge your written complaint by email within two days of receipt.
  • Within seven working days of receipt, CBC will write to explain its understanding of the complaint and whether further investigation is required. If CBC concludes that no further action is appropriate, it will explain this in writing and close the complaint. New evidence may be submitted for reconsideration.
  • Where further investigation is needed, CBC will provide a written response within 21 working days after the initial seven-working-day review. The response will set out the findings and any action proposed or taken. The matter will be recorded in CBC’s quality-management complaints log.

4. Internal appeal

If you remain dissatisfied after the formal investigation, you may request an internal appeal in writing or by email to the Managing Director, Melap Singh. The appeal will be reviewed and a written decision issued within ten working days of receipt.

Melap Singh, Managing Director | Office: 0121 212 3145 | Mobile: 07970 138 792 | Email: mel@completebuildingcontrol.co.uk.

5. Role of Complete Building Control Ltd

As a Registered Building Control Approver (RBCA), CBC provides guidance on Building Regulations and undertakes reasonable checks of building work against the relevant requirements. Its services do not guarantee compliance. Final Certificates are issued on the basis of what can reasonably be established from the information and inspections available.

CBC may review architectural working drawings when supplied and undertake periodic, risk-based site inspections during construction. It does not act as a clerk of works or supervise every stage of the build. Responsibility for carrying out compliant work remains with those undertaking the work.

If an issue lies outside CBC’s role, it may need to be addressed with the builder or contractor, or through independent professional or legal advice.

6. Alternative Dispute Resolution Service

CBC aims to resolve complaints through its internal procedure. If a complaint remains unresolved, an eligible complainant may be able to refer the matter to an independent Alternative Dispute Resolution (ADR) provider, subject to the provider’s scheme rules, eligibility criteria and terms.

CBC identifies the following independent provider for eligible disputes:

CEDR Services Ltd
Website: https://www.cedr.com/consumer/rics/
Email: surveyors@cedr.com
Post: 100 St Paul’s Churchyard, London, EC4M 8BU

ADR provides a potential route to resolving disputes without court proceedings. Please consult CEDR’s published scheme information to establish whether a particular complaint can be accepted.

7. Mediation

Mediation is a voluntary alternative dispute resolution process that can be used to address a wide range of property and construction disputes. It involves an impartial, trained mediator who assists the parties in discussing the issues in dispute and working towards a mutually acceptable settlement.

The mediator facilitates discussions by helping the parties clarify and prioritise issues, identify their needs and interests, consider the strengths and weaknesses of their respective positions, and explore potential solutions. The mediator remains independent and does not impose a decision on either party.

Mediation can provide a flexible, confidential and cost-effective alternative to formal proceedings and may help resolve disputes more quickly while reducing the risk of further conflict. It may also be encouraged by the courts as an appropriate means of resolving disputes, depending on the circumstances.

Where appropriate, clients may access mediation services through CEDR (Centre for Effective Dispute Resolution). Further information about its mediation services and the relevant application process can be obtained via the CEDR website or by contacting CEDR directly.

Website: https://www.cedr.com/

The use of mediation is voluntary, subject to the applicable scheme requirements and the parties’ agreement to participate. Any settlement reached will depend on the agreement of the parties.

8. Summary

CBC reviews its complaints records and outcomes as part of its quality-management arrangements to identify opportunities for service improvement.

This procedure does not prevent anyone from requesting details of CBC’s Whistleblowing Policy or contacting the Building Safety Regulator directly:

Building Safety Regulator | Telephone: 0300 790 6787 | Website: https://www.contact-building-safety-regulator.service.gov.uk/