If we do get something wrong, we want to be able to put it right. We value the opportunity to investigate concerns you may have about any aspect of our service and are committed to handling all complaints thoroughly, fairly and promptly.
Dissatisfaction with our Service
If you are unhappy with the level of service you have received, please email our Compliance Team at complaints@hertfordshirebc.co.uk
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We will acknowledge your email within 2 working days.
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Your concerns will then be passed to the appropriate team for review.
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You will receive a formal response within 5 working days.
When contacting us, please include ‘Dissatisfaction’ and the property address in the subject line, along with full details of your concerns in the email body. This helps us investigate quickly and resolve the issue as efficiently as possible.
If you do not feel we have fully addressed your concerns after our formal response, then you can raise your concerns further with a formal complaint.
Formal Complaints
Stage 1
Please email your complaint to our Compliance Team at complaints@hertfordshirebc.co.uk.
Please ensure the subject of your email states ‘Complaint’ followed by the property address, and full details of the complaint within the main body of the email. Should you have any evidence you wish to submit, please attach it to the email as a separate PDF.
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. 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.
Appeals
We don’t want things to go wrong, but if they do and we can’t rectify matters then please see the following appeal guide. The guide is intended for anyone proposing to carry out building work – including building/landowners, builders, and professional advisers who may be acting as an agent – who is seeking to ensure that their work complies with the Building Regulations but where agreement cannot be reached with the building control body, i.e. a local authority or a private registered approved building approver (as applicable).
Appeals Guidance