Company complaints Procedure

Introduction:

The aim of this Complaints Procedure Policy (hereinafter The Policy) is to assure every client of MC Plan and Site Services Ltd, (MCPASS) that all complaints against the company are resolved efficiently and fairly. This Policy is to establish a consistent protocol by which all representations to MCPASS receive prompt action and achieve a swift resolution.

MCPASS 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 MCPASS. 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.

MC Plan and Site Services will operate, maintain and make available on request to any interested party its complaint procedure document. Any applicant who is dissatisfied with the service provided by MC Plan and Site Services will have the opportunity to complain and have their complaint dealt with fairly, transparently and in a manner that can be independently audited.

Complaints Handling Procedure:

At MC Plan and Site Services Limited, we as a Corporate Approved Inspector endeavour to provide the best service to our client that is feasibly possible. However, it is recognised that there may be a situation when an applicant feels that this is not the case and therefore wishes to make a complaint. Complaints are taken extremely seriously, and the procedure implemented is also used to identify areas of the service that could possibly be improved upon.
How to Complain:

The first step in the process is to contact the Building Control Surveyor who has been dealing with the application. This can be done informally, either directly or by telephone with a view of resolving the dispute quickly. It is the intention of the company to respond to all complaints that are both verbal and written within 5 working days. If a formal response is required following any conversations and or meetings with members of staff, this will be sent within 10 working days.

It is MC Plan and Site Services Limited's policy to investigate all complaints thoroughly and quickly. However, if it has been decided by the complainant to make a formal complaint this should be done in writing to the Managing Director whose contact details are listed below: -

Mr M Cook, (Managing Director) Unit J3 The Fulcrum
6 Vantage Way
Poole
Dorset BH12 4NU

Mr M Cook (Managing Director) will establish all of the facts and circumstances associated with the complaint and provide a written response/report within 10 working days from the date of the referral. Throughout the complaint process, one of the senior surveyors will closely monitor the process and all relevant information will be recorded as part of the Company's Quality Management System. All information will be kept for a minimum period of not less than 5 years for any subsequent independent audits.

Stage 2

If however the complainant remains dissatisfied after exhausting all avenues of the company’s internal procedures, then the second stage would be for the complainant to be advised to make a formal complaint in writing to the Registrar at the Construction Industry Council (CIC AIR), 26 Store Street, London, WC1E 7BT, details of which can be found on their website www.cic.org.uk. The Registrar will follow the procedure set out in Section 3 of the Approved Inspectors Code of Conduct. A copy of Section 3 of the Code of Conduct for Approved Inspectors and Disciplinary Procedures as issued by the Construction Industry Council Approved Inspector Registrar (CIC AIR) will be made available on request to assist the complainant during the process.
It should be noted that the decision of the CIC AIR will be binding on all parties involved, subject to appeal. MC Plan and Site Services Limited employ a Quality Management System that ensures that any complaint is reviewed in order that as a company with high customer focus, it can strive to continuously improve the service. Client questionnaires are continually monitored in order to establish areas of service delivery that can be improved upon to ensure that clients receive the best possible service in all areas.