Complaints procedure

A complaint is an expression of dissatisfaction, however made, about the performance of Vantage Building Control Ltd related to its building control services, delivery or actions. Any complaint from an eligible complainant will be considered in accordance with this procedure.

We will be unable to consider complaints which are outside the scope of services of a Registered Building Control Approver, such as:

  • Matters in relation to the quality of the works, or aspects such as finishes, where these are outside the control of The Building Regulations,
  • Matters in relation to selection of design specification or materials, where the works do not contravene The Building Regulations,
  • Matters which relate to the contractual obligations of third parties or the persons carrying out the works.


The Complaint Handling Procedure has three stages:

  • Stage one of the CHP provides Vantage Building Control Ltd the opportunity to fully review and consider your complaint and attempt to satisfactorily resolve your complaint.
  • If you are not satisfied with our response, you will have the opportunity to take your complaint to stage two, which gives you the opportunity to have your complaint reviewed and considered by an independent body, Alternative Dispute Resolution (ADR).
  • Stage three, you can request the BSR to review the response from our internal compliants procedure and the ADR.

STAGE 1: Please contact us to discuss your complaint. We may request that you put your complaint in writing to allow us to consider all aspects of your complaint and ensure that we have fully understood the reasons for your complaint.

Please put the details of your complaint in writing, including:

  • Your name,
  • Address,
  • Contact details,
  • If available, our project reference,
  • Project address and description of works which the complaint relates,
  • Full details of the nature and facts of your complaint.

Please send your written complaint to:
Vantage Building Control Ltd, Vantage Point, Yew Tree Courtyard, Earl Soham Suffolk, IP13 7SG
Or email: admin@vantagebuildingcontrol.com

We shall acknowledge receipt of your complaint within 7 days, advise who shall be dealing with your complaint and the likely timescale.

The complaints handler will take full consideration of the facts and circumstances of the complaint and may contact the complainant to clarify the facts and make a further site inspection.

We shall provide a full written response within 28 days. Where circumstances do not allow us to meet this timescale the complainant shall be advised in writing.


STAGE 2: ADR is designed to resolve disputes that have not been resolved through Vantage Building Controls internal complaints procedure.
CEDR is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.


STAGE 3: If we cannot reach a satisfactory resolution to your complaint, then you are entitled to make a complaint directly to the Building Safety Regulator (BSR). The BSR can be contacted directly in one of the following ways: