Complaints Handling Process

Complaints Handling Process

Complaints Handling Process
Aedis Regulatory Services Ltd

9 August 2018

We consider a complaint to be:

Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a service.”

As a licenced Approved Inspector regulated by CICAIR Ltd, we have in place a Complaints Handling Process which meets the regulatory requirements and aims to resolve any issues that you may have.

While we will obviously seek to address any issues relating to the services we provide, we are unable to consider matters which are beyond the scope of our involvement. In particular, in seeking to ensure compliance with the minimum standards established by the Building Regulations, we are unable to consider:

  • Matters in relation to the quality of the works, or aspects such as decorative finishes, where these are beyond the scope of the Building Regulations.
  • Matters which relate to the contractual obligations of third parties such as designers, consultants or builders.
  • Matters relating to the choice of certain design solutions or specifications over options where the solution adopted achieves compliance with the Building Regulations.

In addition, it is important to note that we provide an independent checking service which is not the same as a full ‘clerk of works’ or site supervision service on behalf of the client. While we will exercise all possible professional care in carrying out our role, we will only make inspections at key stages through the project and we cannot guarantee compliance with the Building Regulations and our involvement does not remove the obligations on those designing and carrying out the work to achieve compliance.

If your complaint relates to the quality of work or matters which relate to compliance with the Building Regulations, then you should contact your designer and builder as they are responsible for compliance with the Building Regulations.

If your property has the benefit of a warranty or guarantees relating to elements of the project, then you may also wish to contact those providing the warranty/guarantee.

Our Complaints Handling Process has two stages: one internal and one external with our regulating body.

Stage one gives us the opportunity to review, investigate and consider your complaint in full. We will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two.

Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent body.

Stage one

You may make your complaint verbally, by email or in writing. If you have spoken to us about your complaint, we will normally ask you to put the details of your complaint in writing to avoid any confusion and to ensure that all of your concerns can be addressed. It can also be useful if you can let us know what your preferred resolution would be.

You can address concerns to your nominated surveyor, however, the details and any written information from you should be sent to:

Sonia Dhesi
Business Support Team Leader
Aedis Regulatory Services Ltd
West Farm
Ponteland Road
Newcastle upon Tyne

Tel: 0191 271 9934
Fax: 0871 522 7039

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days.

The first stage of our Complaints Handling Process will involve full consideration of your complaint by our Regional Manager on behalf of the firm. They will contact you within 7 days and try to resolve the complaint to your satisfaction and prepare a report for consideration by our Quality and Compliance Manager or our Building Control General Manager. We will provide a full and detailed response to you within 28 days. If, for any reason, this is not possible – for instance, if further research or investigation is necessary – then we will update you within 28 days.

If we cannot agree on how to resolve the complaint, then you will have the opportunity to take your complaint to the final stage of our Complaints Handling Process.

Stage two

If we are unable to agree on how to resolve your complaint, then you have the opportunity to take your complaint to an independent regulator; the Construction Industry Council Approved Inspectors Register.

Please visit their website ( for further information.

Your complaint can be referred directly to:

Laura Russell
Professional Services Officer
Construction Industry Council
26 Store Street

Tel: 020 7399 7403

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