Hopefully you will be completely satisfied with our services but occasionally despite our best efforts things do go wrong. We will endeavour to sort those problems out without the need for a formal complaint, and in a collaborative non confrontational way.
However, if you still wish to complain the following sets out our complaints procedure to guarantee that your complaint is treated seriously.
COMPLAINTS PROCEDURE
The person you speak to within WCCL Ltd will take details of your complaint and fill in a Customer Complaint Form (copy attached). You may be asked to confirm the complaint in writing if the nature of the complaint is complex.
We will contact you in writing within 10 working days to inform you of our understanding of the circumstances leading to the complaint and you will be invited to make written comment.
Within 21 days of receipt of the written summary, the person dealing with your complaint will write informing you of the outcome of the investigation and describe what action will be taken.
If you are dissatisfied with any aspect of our handling of your complaint, you should contact:
Amanda Wilkinson
HR & Finance Director
Wilkinson Construction Consultants Ltd
111 Buckingham Palace Road,
Westminster,
London,
SW1W 0SR.
Amanda@thebuildinginspector.org
Amanda will personally conduct a separate review of the dispute and contact you within 14 days to inform you of the result of this review.
If you remain dissatisfied with any aspect of our handling of the dispute, and it relates to consultancy services we agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.
If the dispute relates to Approved Inspector services we will refer your complaint to the Construction Industry Council Approved Inspector Registrar. As a result the matter will be dealt with in accordance with the complaints protocol for Approved Inspectors and associated disciplinary procedures. If you wish to contact them yourselves the contact details are:
The Registrar
Construction Industry Council
26 Store Street
LONDON
WC1E 7BT
Telephone 020 7399 7400
Facsimile 020 7399 7425
E-mail registrar@cic.org.uk
If the dispute relates to technical interpretation of the Building Regulations, we will refer to the determinations and appeals procedure as detailed in ‘A Guide to Determinations and Appeals’ published jointly by the Ministry of Housing, Communities and Local Government and National Assembly
Data Protection
The information which you give will be used for the following purposes:
- to enable the company to create a computer and paper record of your application;
- to enable the application to be processed;
- to enable the company to compile statistics, or to assist other organisations to do so.
- to undertake consultations
- marketing to and of the companies services unless you clearly state otherwise
- to address complaints from members of public or statutory authorities
The information will be kept securely, and will be kept no longer than necessary. Please note in the case of Approved Inspector applications this is likely to be 15 years post completion to comply with the Performance Standards
Registered with ICO to view full details search ZA064720
A copy of the our Data Protection Policy can be downloaded here
