The aim of this Complaints Procedure Policy (hereinafter The Policy) is to assure every client of Approved Inspectors Ltd (hereinafter referred to as AI Ltd) that all complaints against the company are resolved efficiently and fairly. This Policy is to establish a consistent protocol by which all representations to AI Ltd receive prompt action and achieve a swift resolution.

AI Ltd is committed to providing a good quality service. We want to:

  • Make it easy for you to raise your complaint
  • Listen to your complaint
  • Consider how you would like us to resolve your complaint
  • Make sure you are satisfied with how your complaint was handled
  • Ensure that when reviewing your complaint that we also review and improve our own procedures and prevent re-occurrence.

The remainder of this document explains what to do if you have a complaint about the service you receive from AI Ltd. It also tells you how quickly we will deal with your complaint and who to contact if you are not satisfied with our response.

For further guidance on what is and is not considered to be a complaint, please see CIC Approved Inspectors Register – Definition of a complaint.

How to Complain and Where to Direct Your Complaint

If you are not satisfied with any aspect of our service, then we would like you in the first instance to contact the Associate Director of the office that you have been dealing with who will investigate your concerns and will try and resolve or rectify any issues with you directly. If you are not fully satisfied with the response and would like to take the matter further, then please contact us in writing (email is acceptable) fully detailing your complaint and confirming what outcome you expect. Please address your complaint to:

Mr Chris Vaughan – Director
Post: Head Office, 2 Mannin Way, Lancaster Business Park, Lancaster. LA1 3SU
Telephone: 01524 33023

How will we deal with your complaint?

Stage 1 – Informal Procedure (5 Working Days)

Contact the Associate Director of the office you have been dealing with and explain the reason for your dissatisfaction. We will review your file and contact you to discuss within 5 working days.  If following the file review and a discussion regarding the complaint the outcome is considered acceptable, this will be recorded on your file and no further action will be necessary. If this informal process fails, the matter will be taken to Stage 2.

Stage 2 – Formal Investigation (10 Working Days)

A formal complaint should be submitted in writing as outlined above. The Director will contact the client to fully understand the complaint, interview the relevant employees and study the application file. On completion, the director will write a report to the client confirming the result of the investigation. The report will be recorded. If the client accepts the findings, the matter will be closed. If the client does not accept the findings, the matter will be taken to Stage 3.

Stage 3 – Appeal

If you feel that you have fully exhausted this complaints procedure, then you may refer your complaint to the Construction Industry Council Approved Inspector Registrar. The Registrar will investigate your complaint following the guidelines laid down in the CIC Code of Conduct for Approved Inspectors.

Before lodging a complaint with CICAIR it is recommended that you read the information on their website.   This provides details on the role of Building Control and advice on their own complaints process. CICAIR can be contacted at the following address:

The Building Centre
26 Store Street

0207 399 7403

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