Complaints may be received from any source - clients, Building Regulation control officers, planning departments, environmental control officers, Trading Standards departments, insurance companies, or client’s customers. Your legal rights are not affected by participating in BESCA's complaint process.
Therefore BESCA has a comprehensive complaints policy and procedures to ensure that all comments are managed fairly and effectively.
The BESCA Schemes Manager will initially fully investigate the complaint to obtain comments from all of the parties involved. Complaints may be referred to BESCA’s Complaints and Appeals Panel, where appropriate, and in all cases the independent and impartial BESCA Schemes Board will be informed.
The Complaints and Appeals Panel will consider the seriousness of the complaint about the business or individual in question. They will also look at any other information, relevant to the complaint, which may have become available, including whether there have been previous complaints.
A serious complaint is one where there is evidence:
- Of a deliberate disregard of the requirements of the building regulations
- That an act or omission may have, or has, endangered life
- Of deliberately misleading or false information being given to BESCA
- Of a failure to comply with BESCA’s rules.
BESCA makes every effort to notify members, or individuals, to try to resolve the problem with them in an effective and timely manner. Failure to resolve the complaint, particularly if it is a serious complaint, may result in the member’s registration being suspended or withdrawn. Should this happen, the registrant or individual will be given details of how they can appeal against the decision, should they wish to do so.
If the complaint is about BESCA, and it is upheld, then the Complaints and Appeals Panel will notify the BESCA Schemes Board and recommended action recover the situation will be given. BESCA strives to avoid a similar occurrence in the future.
Complaints must be made in writing.
A formal complaint must be submitted to the BESCA Scheme Manager in writing using the complaints form.
In order to ensure that the process is transparent and that all complaints are treated appropriately it is important to follow the complaints process. Further details may be requested before a complaint can be considered if sufficient evidence has not been provided.
BESCA will acknowledge the receipt of a complaint within 7 days. An appropriate manager will investigate and respond in full within 28 days of the complaint being received.
Complaints should be sent for the attention of:
BESCA Schemes Manager
BESCA Old Mansion House