1.1 This procedure supports the Construction Industry Councils complaints policy with regards to Approved Inspectors and is in accordance with the requirements of the Building Control Performance Standards 2006 edition.
1.2 Although it may not be possible to follow the procedure in every case, staff should make every effort to comply.
1.3 Complaints should be wholly confidential.
1.4 All phone calls and correspondence should be recorded.
2.0 RECEIVING AND HANDLING COMPLAINTS
2.1 The company may receive complaints, sometimes anonymous, in writing via letter or fax or verbally (over telephone or in person). Record of complaint form CPRRCF v1.1 should be used to record the relevant details.
2.2 The normal procedure for handling complaints is divided into three stages:
• Written acknowledgement of receipt
• Referral and investigation
• Outcome reporting and final response to complaints
2.3 Stages might combine in some cases, perhaps with a letter of acknowledgement containing the outcomes of an investigation.
2.4 Those handling complaints should follow the normal procedure as far as practicable. It is accepted that on occasions this may not be possible or even the best option. This is not an excuse for circumvention.
2.5 WRITTEN COMPLAINTS
2.5.1 Written complaints received should go to the Complaints Manager (Who is the Company Secretary) immediately, under confidential cover. The Complaints Manager will send a written acknowledgement WCAL, to inform the complainant that a Senior Manager will investigate the matter and to expect written details of the outcomes.
2.6 VERBAL COMPLAINTS
2.6.1 Anyone receiving a verbal complaint, by telephone or in person, should record all the facts and the complainant's contact detail CPRRCF s . The recipient should inform the complainant that a senior manager will investigate the matter and to expect written acknowledgement and details of the outcomes in due course VCAL.
2.6.2 The recipient of the complaint should then produce a note for case file. They should then pass this to the Complaints Manager immediately, for handling in the same manner as a written complaint.
2.6.3 When dealing with verbal complaints, no one should offer an opinion on the subject, unless qualified to do so. In addition, no one should be judgemental.
2.7.1 The Complaints Manager will acknowledge the receipt of the complaint within five working days. WCAL or VCAL
3.0 COMPLAINTS REGISTER
3.1 The Complaints Manager will enter all complaints in the Complaints Register (AICR) and the Customer Complaints Summary Document (CPRCCS), along with details of progress and the outcomes of investigations.
3.2 All written correspondence stays in a secure area under control of the Complaints Manager.
4.0 ANONYMOUS COMPLAINTS
4.1 Anonymous complaints are different because it is obviously not possible to either acknowledge or send a final letter. Such complaints still go for investigation, as the resulting investigation may be of benefit to the companies policies.
5.0 REFERRALS AND INVESTIGATIONS
5.1.1 The complaints Manager will refer complaints for investigation within five working days of receipt by the company. The following routes are in order of preference for referrals:
(a) The respective Director for the area to which the complaint relates;
(b) If the complaint relates to a support function, it will go to the relevant Director Level.
5.1.2 The Complaints Manager should then investigate and ensure a reply directly to the complainant, and ensuring that copies of all correspondence and reports are given to the Management team.
5.2.1 The appointed Director or Complaints Manager will conduct an investigation (Form AICIR). In cases of a Director investigating the complaint, the responsibility for ensuring the complaint is finalised remains with the Complaints Manager.
5.2.2 Investigations may include visiting the complainant. It is important to establish what the complainant would wish to see as an outcome.
6.0 FINAL OR INTERIM RESPONSES
6.1 In all cases, except where particular circumstances make it impossible, the Complaints Manager should reply to complainants within twenty-eight working days of receipt of the complaint by the company.
6.2 If it becomes apparent that an investigation is likely to take more than twenty-eight working days to complete, the Complaints Manager must send an interim report to the complainant (AICFIRF)within twenty-one working days. This should give reasons for the delay and indicate an expected completion date.
6.3 In cases where the investigating Director has recommended rather than taken action or there is a question over what action to take, they should forward the complaint to the companies management team for advice regarding remedial or further action.
7.1 Any complainant who is dissatisfied with the outcomes of an investigation has the right of appeal to the Construction Industry Council.
7.2 If a satisfactory outcome is not achieved (Letter CIFL), a formal complaint about the conduct of an Approved Inspector can be made to the Registrar at the CIC either by Post or electronically.
Construction Industry Council
26 Store Street
8.0 COMPLAINTS RESOLVED OUTSIDE THE NORMAL PROCEDURE
8.1 When complaints are resolved without following the normal procedure, appropriate information should be forwarded to the Complaints Manager. This should include copies of all correspondence and a detailed note for a case.
8.2 The Complaints Manager will record the details in the Complaints Register.
8.3 The Complaints Manager will refer the items to the relevant member of staff, if necessary.
9.0 PERFORMANCE INDICATORS AND REPORTS
9.1 The Complaints Manager will prepare statistics to satisfy the requirements of key targets as identified in the Building Control Performance Standards 2014 Edition and the CICIAR Ltd annual requirements.
9.2 The complaints Manager will report the details of complaints, including the outcomes, to the Management team.