We have in place a Complaints Handling Procedure (CHP), which meets our regulatory requirements. Our CHP has three stages – Stage One of the CHP gives the project parties the opportunity to review and consider the initial complaint with our project surveyor. Stage Two gives our company management the opportunity to review and consider your complaint in full who will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to send your complaint to Stage Three. Stage Three gives the client the opportunity to have your complaint reviewed and considered by a Meridian Director. Where a client has exhausted the company’s complaint procedure and are still dissatisfied, they can appeal directly to the Building Safety Regulator.
Stage One:
The initial stage of any complaint in relation to faults with your works or the way in which it is being delivered would be via the builder/contractor and/or the Meridian Registered Building Inspector (RBI) allocated to your project. Contact should be made by telephone or email to the RBI who will aim to rectify the complaint immediately. This provides an opportunity for the parties to directly resolve any issues before escalation to Stage 2.
Please note that there are situations where we can not directly handle complaints on specific topics, and a sample of these are given below with suggested contacts provided:
- Antisocial site working hours and excessive noise levels complaints should be directed to the Local Authority Environmental Health department
- Party wall/boundary complaints should be directed to an independent Party Wall surveyor
Stage Two:
Stage 2 of the CHP gives Meridian the opportunity to review and consider your complaint at manager level. If you have spoken to us about your complaint and are dissatisfied with the initial response by our RBI, please put the details of your complaint in writing where a manager will investigate the complaint further and provide a formal written response. All stage 2 complaints should be made in writing giving full details for your complaint and sent via post or email to the following:
- Meridian Consult Ltd
9 Marconi Gate
Stafford Technology Park
Stafford
ST18 0FZ - Email: office@meridianconsult.co.uk
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.
Stage Three:
Where a complainant is dissatisifed with the outcome of stage 2 they have the right to appeal to one of Meridian’s Directors giving details of why you believe your complaint has not been concluded. The allocated Director will acknowledge the complaint within 7 days of receipt, and aim to provide a full response within 14 days of acknowledgment. Where a complainant has exhausted the company’s complaints procedure and all avenues have been exhausted, then they have the right of appeal to the Building Safety Regulator whose details are below.
Building Safety Regulator
- Telephone: 0300 790 6787
- Website: Contact Building Safety Regulator
