Complaints Procedure
Turton Building Control are committed to providing an excellent level of service as a Registered Building Control Approver and will act swiftly when a complaint is received. If you are dissatisfied with the service provided by us, we will deal with your complaint as quickly as possible.
The time limit for lodging a complaint is a maximum of 6 years for clients under contract and 10 years for users of buildings. The time limit begins from the date of the cancellation of the Initial Notice or the date on the Final Certificate for the building or property to which the complaint relates. If the building or property to which the complaint relates is part of a larger development, the time limit begins from the date on the Final Certificate for that building or property.
If there is a dispute about technical interpretation of the Building Regulations, then these can be dealt with under the ‘further routes’ section at the end of this document.
How to make a complaint
Please forward your complaint by email to: info@turtonbc.co.uk
Alternatively, you can write to: Turton Building Control Ltd, Suite 7,
Bingham Enterprise Centre, Mercia Court, Bingham, Nottingham, NG13 8QX
When making a complaint, please provide the following information:
- Name & contact details including; address, email address and telephone number.
- Nature of the complaint.
- Any relevant paperwork such as plans, photographs etc.
Review, Investigation, Response & Timescale:
- From the initial complaint we aim to acknowledge your complaint within 5 working days.
- We will then investigate the complaint and one of our management team will aim to provide you with a response within 20 working days, however complex complaints could take longer but we would advise you when necessary, of a timescale.
What happens if you are not satisfied with our response?
You should contact us, giving details as to why you are not satisfied with our response. Another member of the management team will then undertake a review of the complaint and will aim to respond within 15 working days.
If you are still dissatisfied after fully exhausting our internal complaints procedure, referral can be made to the Building Safety Regulator at the Health and Safety Executive.
You can contact the BSR as below:
Online – BSR Guidance for complaints
Telephone – 0300 790 6787
Where a complaint relates to the policy and procedures of Turton Building Control, the details may be circulated to our employees requesting a response for suggestions to prevent further complaints. New standards or procedures may then be adopted.
Further Routes (for disputes on technical interpretation of the Building Regulations) :
Determinations on building control matters relating to differences on opinions in interpreting the requirements of the Building Regulations:
MHCLG, 2 Marsham Street, London, SW1P 4DF
Tel: 0207 035 4848
Relaxation / dispensation of particular regulations:
Relevant Local Authority