Shore is committed to providing high-quality services to meet the needs and expectations of our customers. We therefore encourage feedback from our clients and other stakeholders, and we value the contribution it makes in helping us to continually improve our services.
Whether the feedback is positive or not, we take it seriously and ensure it is handled proactively, consistently, fairly and appropriately, and that any complaints are resolved efficiently and effectively and where possible, to the complainant’s satisfaction.
Our aim is to:
You can make a complaint, compliment or comment:
Tracy Robinson, Office Manager
Should you provide feedback in person or by phone, we may request that you provide us with the details in writing by email or letter to help us to make any further enquires that may be necessary.
You are welcome to contact us anonymously; we will take your feedback seriously and will make every effort to make enquiries, however in such cases we will be unable to provide a response.
For complaints, to properly investigate and/or provide a response if required, we would ask that you provide the following information, if you’re happy to do so:
We will respond to complaints within 48 hours of receipt and endeavour to keep you updated at regular intervals until the complaint is resolved.
As Approved Building Control Inspectors we adhere to the Construction Industry Council Approved Inspectors Register (CICAIR) Code of Conduct, therefore if we are unable to resolve your complaint and/or mutually agree an outcome then you can refer your complaint to the CICAIR. For more information about the CICAIR and how to make a complaint to them please visit the CICAIRs website: https://www.cicair.org.uk/
Further information relating to our procedure is available upon request.
Definition of a ‘complaint’ is defined as “An expression of dissatisfaction with Shore’s services which requires a response, which has not been resolved at the point of contact and for which there is no alternative appeal procedure or where the alternative appeal procedure has been exhausted.”
N.B. The point of contact shall mean the member of staff (i.e. Administrator, Building Control Surveyor or CDM Consultant) who has had conduct of the matter which is the subject of the complaint, or a supervisor.
Definition of a ‘compliment’ is an expression of praise of Shore, our services or a member of our staff where we have provided satisfaction or have exceeded expectations.
Definition of a ‘comment’ is a suggestion about our services and potential changes and/or improvements that are not complaints or compliments.
If you need further guidance on the requirements of the regulations, or would like to discuss appointing us for a particular project please do get in touch.Get in touch