As a regulated RICS firm, we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements. Our CHP has three stages – Stage One of the CHP gives the project parties the opportunity to review and consider the complaint, Stage Two gives our company management and directors the opportunity to review and consider your complaint in full. Our company will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to your complaint to Stage Three. Stage Three gives you, the client the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.
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. If However the compliant does not relate to the above concerns then please proceed to Stage 2 to escalate a formal compliant.
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:
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your complaint to:
- 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:
If we are unable to agree on how to resolve your complaint then you will have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers – alternatively, for Building Control complaints only, the Building Safety Regulator:
For Building Control Clients:
Building Safety Regulator
- Telephone: 0300 790 6787
- Website: Contact Building Safety Regulator
For Consumer Clients:
Ombudsman Services: Property
- PO Box 1021, Warrington, WA4 9FE
- Telephone: 0330 440 1634 or 01925 530270
- Email: enquiries@os-property.org
- Website: www.ombudsman-services.org/property.html
For Business-to-Business Clients:
RICS Dispute Resolution Service
- Surveyor Court, Westwood Way, Coventry, CV4 8JE
- Telephone: 020 7334 3806
- Email: drs@rics.org
- Website: www.rics.org/drs
