Procedure for Complaints Handling

A complaint is any expression of dissatisfaction relating to:

• The quality, timeliness or accuracy of our services
• Conduct or behaviour of staff or subcontractors
• Environmental impact (noise, waste, pollution, sustainability concerns)
• Failure to meet contractual, statutory or regulatory requirements

“If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.”

1. A person has been appointed in Trident Building Consultancy Ltd to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:

Daksha Mistry BSc (Hons) MRICS, Trident Building Consultancy Ltd, 5th Floor, 26 Throgmorton Street, London EC2N 2AN. Telephone 07718 587056. Email daksha.mistry@tridentbc.com.

2. Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.

3. All complaints are recorded in the complaints register, including date received, complaint details, summary of complaint, responsible person, investigation notes, corrective action taken and closure date.

4. Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
   
   
   
5. We will then investigate your complaint. This may involve one or more persons reviewing relevant files, correspondence, reports and discussing the matter with anyone involved.

6. We will aim to provide a detailed written reply within 21 days of receiving your written summary. If we are unable to respond within this timeframe, we will inform you of the reason for the delay and provide a revised response date.
   
   
   
7. The Company is currently in the process of appointing an Alternative Dispute Resolution (ADR) provider. Once appointed, the ADR provider will personally conduct a separate review of your complaint and contact you within fourteen days to inform you of the conclusion of this review. Details of the appointed ADR provider and the referral process will be added to this Complaints Handling Procedure once the appointment has been finalised.

8. All complaint information is handled confidentially and in accordance with GDPR. Personal data is stored securely and only shared with individuals directly involved in resolving the

9. Environmental complaints relating to noise, waste, pollution or sustainability concerns are investigated in line with our Environmental Management System (EMS). Findings may trigger environmental corrective actions, updates to environmental controls, or communication with external authorities where required.

10. If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered
    
    
    
11. If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London EC1V 2RS from whom details of the Scheme may be obtained.

12. All complaints, trends, corrective actions and unresolved issues are reviewed during quarterly and annual Management Review Meetings to ensure continual improvement.