Complaints will be treated positively and used as an opportunity to improve the level of service provided. The complaints procedure forms part of the company’s quality management process.
This policy is reviewed annually by the Directors to ensure that whatever improvements to our service can be made, are identified and acted upon, thereby building upon our reputation of providing one of the most efficient and professional building control and fire safety consultancy services in the UK.
Salus operates a simple three step approach for ease of handling complaints.
Clients who wish to complain about any aspect of the service that they have received from Salus 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, the matter will be passed to their manager who 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. If however, the client is dissatisfied with the outcome of this response, they may progress their complaint to the second stage of this procedure.
A Managing Associate from Salus will then investigate the complaint and will:
- Contact the client within five days to discuss the complaint
- Liaise with the Project Manager involved in the project
- Write to the client within seven days with findings of the investigation
- Take the necessary steps to rectify the issue
Where a complainant is dissatisfied with the outcome of this process, they have the right to appeal the decision of the Managing Associate by writing to one of the three Directors of Salus who are based at the Head Office in Hinckley.
The Director will review all of the information and write to the Client within 14 days.
Where a client has exhausted the company’s Complaints Procedure and is still dissatisfied with the outcome, they have the right of appeal to the Construction Industry Council who can be contacted at 26 Store Street, London WC1E &BT
FURTHER INFORMATION AND ADVICE
Salus Building Control and Fire Safety Consultants Ltd
Tel: 0333 800 5678
All complaints are registered and monitored by the Company to ensure that issues are dealt with effectively and efficiently.