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Complaints Handling Procedure

As a RICS regulated firm we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements.  Our CHP has three stages.  Stage 1 of the CHP gives our firm the opportunity to review and consider your complaint in full.  

In the first instance, should you have a complaint please contact our Operations Team at building.control@hertfordshirebc.co.uk 01438 879990, who will attempt to resolve the issue informally with you.  Should this be unsuccessful your complaint will be passed to the relevant Head of Department who will deal with the issue and if necessary progress the matter to Stage 1 of our procedure.

Stage 1

We will acknowledge your complaint within 2 working days and expect to provide a substantive response within 10 working days.  Should we be unable to achieve this timescale we will update you accordingly.  If you remain dissatisfied with our response you may progress to Stage 2 within 28 days of our Stage 1 response.

Stage 2

We will pass your complaint to the relevant Local Authority for their review of how we arrived at our Stage 1 response.  We will change our response if, upon review, it is appropriate to do so. 

Stage 3

If you remain unhappy with our response you may, within 28 days of the Stage 2 response, take your complaint to an independent redress provider approved by the RICS Regulatory Board.  As we are owned by local authorities and undertake a statutory function on their behalf we have chosen to use the Local Government Ombudsman www.lgo.org.uk 0300 061 0614.