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At BESCA, we are committed to providing high-quality services. If you feel that you have a complaint, we have a clear and fair process in place to address it.

 

Complaints Procedure:

1. Submitting a Complaint: Complaints should be submitted using the complaint form, which can be accessed via the link provided. Once completed, the form should be sent to info@besca.org.uk. Please ensure all relevant details are included to help us understand the nature of your complaint.

2. Scope of Complaint: Complaints may come from any source, including:

Complaints may relate to, but are not limited to:

  • Clients
  • Customers
  • Building Regulation control officers
  • Planning departments
  • Environmental control officers
  • Trading Standards departments
  • Insurance companies
  • Client’s customers
  • A failure to comply with BESCA’s rules, terms, and conditions
  • A disregard of the requirements of the building regulations
  • An act or omission that may have, or has, endangered life
  • Misleading or false information being provided to BESCA

3. Investigation of Complaint: Upon receiving your complaint, the Quality Manager will acknowledge receipt and begin investigating the issue. The Quality Manager will assess the situation and determine the appropriate course of action to resolve the matter.

4. Escalation to BESCA Management Team: If the complaint cannot be resolved at the Quality Manager level, it will be escalated to the BESCA Management Team for further consideration and action.

5. Notification to the Audit, Risk & Impartiality Committee (ARIC): The Audit, Risk & Impartiality Committee (ARIC) will be informed of any complaints that are received, though they will not be involved in the initial complaint handling process.

 

Appeals Procedure:

If you are not satisfied with the outcome of your complaint, you may submit an appeal.

1. Submitting an Appeal: Appeals should be submitted in writing to the Audit, Risk & Impartiality Committee (ARIC) via info@besca.org.uk. Please provide any additional information or reasons for the appeal.

2. Appeal Review by ARIC: The Audit, Risk & Impartiality Committee will review the appeal impartially and in accordance with BESCA’s policies and procedures.

3. Final Decision: The Audit, Risk & Impartiality Committee will provide a final decision on the appeal, and you will be informed of the outcome as soon as possible.

Complaints and Appeals