Complaints

At Dainty Proudlove Building Control, we are committed to providing a professional, responsive and consistent building control service.

​

We aim to resolve any concerns as quickly and fairly as possible. If you are dissatisfied with any aspect of the service you have received, we encourage you to contact us so that we have the opportunity to understand the issue and, where possible, put things right.

​

Raising a Concern

 

If you have a concern about your project or the service you have received, we recommend contacting your allocated Registered Building Inspector in the first instance.

 

Many issues can be resolved quickly through a conversation or further explanation.

 

You can raise a concern or complaint:

​

• By telephone

• By email

• In writing

 

Where a concern cannot be resolved at first contact, or where you wish to make a formal complaint, the matter will be referred to a Director.

 

Formal Complaints

 

Formal complaints should be made in writing so that we have a clear understanding of your concerns.

 

When submitting a complaint, please provide as much relevant information as possible, including:

​

• Your name and contact details

• The project address and, where available, your project reference

• A clear description of your complaint

• Any relevant correspondence or supporting information

• The outcome you would like us to consider

​

You can contact us using Contact Us

​

What Happens Next?

 

We will acknowledge your complaint within 3 working days.

 

Your complaint will then be reviewed by a Director or senior person who has had no direct involvement in the matter, where reasonably practicable.

 

We will consider the relevant project records, correspondence and any information provided by those involved before responding to you.

 

Our aim is to deal with complaints objectively, proportionately and as promptly as reasonably possible.

 

If You Remain Dissatisfied

 

If you are dissatisfied with the outcome of the initial review, you may ask for your complaint to be escalated. We will undertake a further review of the matter, which may include reviewing the project file, speaking with the relevant individuals and considering any additional information you provide.

 

Once the investigation has been completed, we will provide you with a written response confirming the outcome.

 

Building Safety Regulator

 

If you have completed our internal complaints procedure and remain dissatisfied with a matter relating to our duties or regulatory performance as a Registered Building Control Approver, you may be able to refer the matter to the Building Safety Regulator (BSR).

 

Contact the Building Safety Regulator

 

The BSR determines which complaints fall within its remit and how they will be considered.

 

Matters Outside Our Building Control Role

​

There are some matters that Dainty Proudlove Building Control is unable to investigate through its complaints procedure.

​

Our role as a Registered Building Control Approver is to assess compliance with the Building Regulations. We do not act as a project manager, clerk of works or supervising agent for the construction work and we do not manage contractors or control construction sequencing.

 

Matters relating to workmanship, contractual disputes between clients and contractors, or the general management of construction work may therefore need to be addressed directly with the contractor or an appropriately qualified professional adviser.

 

Party Wall Matters

 

Neighbour disputes and matters relating to the Party Wall etc. Act 1996 do not form part of the building control process. Where necessary, independent legal advice or advice from a suitably qualified Party Wall Surveyor should be sought.

 

Health and Safety

 

Our inspections relate to compliance with the Building Regulations and do not replace the responsibilities of those responsible for health and safety on a construction site. Site health and safety concerns should be raised with the appropriate responsible person or, where applicable, the Health and Safety Executive (HSE).

 

Dangerous structure concerns may need to be reported to the relevant Local Authority.

 

Learning From Complaints

​

All formal complaints are recorded and reviewed as part of our quality management arrangements. Where appropriate, we use the findings from complaints to identify improvements to our procedures, training and service delivery.

​

If you are unsure whether your concern falls within our complaints procedure, please contact us and we will be happy to advise you.