Complaints Procedure

Gateway Building Control endeavour to provide the best possible service, however, if any person or party is dissatisfied with the Building Control service they receive they are be able to complain to the Company and have their complaint dealt with promptly, transparently, fairly and in a manner that can be independently audited.

We undertake that;

  • All formal complaints or comments will be thoroughly and fairly investigated
  • No party will be treated less favourably as a result of any comment or complaint received. The complaints procedure will follow the format provided below;

  1. Clients who wish to complain about any aspect of the service that they have received from Gateway Building Control are requested to initially contact the Project Manager who dealt with their project. Contact should be made either in writing or by telephone where the Project Manager will aim to rectify the complaint either: Immediately over the telephone, or by visiting the client within three working days. Where the Project Manager is temporarily unavailable to deal with the issue, an alternative manager from the company will write to the client within two working days and inform them of the date and time when a personal response from the Project Manager can be expected. In any event, this response will be within fourteen days. In most cases, contacting the Project Manager direct will rectify the issue.
  2. If however, the client is dissatisfied with the outcome of this response, they may progress their complaint to the managing director. The complainant can contact either Mike Edwards or Robert Donaghy as Directors of Gateway by writing, telephone or email.
  3. The Directors will assess all the facts and circumstances in relation to the complaint and provide a written response to the complainant within 5 working days of the complaint being received. In addition to the response, the complainant will be issued with a copy of Section 3 of 'Code of Conduct for Approved Inspectors and Disciplinary Procedures' as provided by the Construction Industry Council of Approved Inspectors Register (CICAIR)
  4. The complainant, if they so choose, can then pursue the complaint by referring the matter to CICAIR (26 Store Street, London. WC1E 7BT).
  5. The Directors will endeavour to assist CICAIR in any investigation. The decision of the CICAIR shall be final and binding on all the parties involved.
  6. The complaints procedure doesn't prohibit the complainant following the procedure laid down by an individual's professional association, e.g. CABE, if necessary