Complaints procedure

Introduction

While we aim to exceed expectations and offer an exemplary service of which we can be proud, we recognise that there may be a situation where you consider you have reason to make a complaint.

In such situations, we are committed to investigating any issues raised, will do our upmost to rectify all justified complaints and use your feedback to improve our services.

If you feel that any aspect of our service has fallen short of your expectations and you wish to make a formal complaint, please see our procedure below.

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 us.

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

If we cannot reach a satisfactory resolution to your complaint, then you are entitled to make a complaint directly to the Construction Industry Council, Approved Inspectors Register. Please visit their website www.cicair.org.uk/complaints/ for further information and the documents CICAIR ‘Definition of a Complaint’ and ‘Code of Conduct for Approved Inspectors’.

Your complaint should be referred directly to:

Construction Industry Council Approved Inspectors Register (CICAIR Ltd) CICAIR Limited, 26 Store Street, London, WC1E 7BT

Tel: 020 7399 7403

Email: cicair@cic.org.uk