As a regulated RICS 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. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response you will have the opportunity to take your complaint to Stage 2. Stage 2 will enable your complaint and our response to be reviewed internally by another senior manager. If you remain dissatisfied with the outcome you may progress to Stage 3 to have your complaint reviewed and considered by an independent redress provider approved by RICS.
If you have spoken to us about your complaint please put the details of your complaint in writing. We ask you to do this so that we have a full understanding of the reasons for your complaint. Please send your written or emailed complaint to:
Steve Polfreman Head of Quality and Compliance Hertfordshire Building Control Ltd. 4th Floor Campus West Welwyn Garden City AL8 6BX
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response we will update you within 28 days.
Stage 2 If we are unable to agree on how to resolve your complaint you may escalate the matter to Stage 2 within 28 days, when we will review your complaint and how we arrived at our original response. We will change our response if, upon review, we feel this is appropriate.
Stage 3 If you remain unhappy with our response you have the opportunity to take your complaint to an independent redress provider as approved by the RICS Regulatory Board. As we are owned by local authorities we have chosen to use: