Complaints Procedure

Delta Construction Consultants Ltd always aims to provide the highest quality of service and reach our aim of total customer satisfaction and continuous improvement throughout our business. However, we recognise that even with diligence and integrity, mistakes can happen. It is therefore important that you can raise any issues or complaints, irrespective of the complexity or nature.

This policy explains how:

1. You can raise a complaint about the Delta Construction Consultants Ltd; and

2. How Delta Construction Consultants Ltd will deal with your complaint.

How to make a complaint

If you have a complaint, you can either complete our Complaints Form below, or email admin@deltacc.co.uk, providing details of your complaint and any relevant information. Once received, we will review your complaint and respond in accordance with our Complaints Policy.

What to expect

Complaints will be received and progressed during Delta Construction Consultants Ltd business working hours; 08:00 – 16:00 Monday to Friday.

Acknowledgement

Delta Construction Consultants Ltd will acknowledge your complaint within 5 workings days of receipt of the complaint.

Investigation

Delta Construction Consultants Ltd will allocate a member of staff to deal with your complaint; known as your complaints officer. This process will allow a thorough investigation of the complaint. You may be contacted for further information or to elaborate on certain aspects of the complaint.

Response

Delta Construction Consultants Ltd will respond to your complaint via email. This ensure you will get your response promptly and safely.

Delta Construction Consultants Ltd will typically provide a full response to your complaint within 15 business days of receipt of your complaint. Sometimes, depending on the complexity and seriousness of your complaint, the investigation may take longer and thus mean the response will be beyond the 15 business day timeframe. In this event your complaints officer will contact you to agree a revised timeframe.

You are entitled to contact your complaints officer if you are not satisfied with the outcome of the investigation. Your complaints officer will then review this and provide a response within 15 working days.

If you remain dissatisfied with the outcome of the investigation or how it was handled, you can:

1. If your complaint refers to a consultancy service provided by Delta Construction Consultant Ltd mediation provides an alternative dispute resolution. Should this be the desired route both parties need to agree on the mediation provider.

2. If your complaint refers to Registered Building Control Approver services contact the Building Safety Regulator through the Health and Safety Executive who can undertake their own investigation of the complaint inline with their standards and procedures.