Complaint Handling Procedure
Complaint Handling Procedure
1. Introduction:
Active BCS operates a formal Complaint Handling Procedure in line with the expectations of the Building Safety Regulator (BSR), the Operational Standard Rules, and the Professional Conduct Rules applicable to Registered Building Control Approvers (RBCAs). This procedure is designed to ensure that any person who is dissatisfied with the service provided by Active BCS has a clear, fair and transparent route to raise a complaint.
Active BCS is committed to handling complaints professionally, efficiently and impartially. All complaints will be reviewed fairly and recorded as part of our quality management and continuous improvement process. This procedure is available upon request to clients, dutyholders, relevant persons and other interested parties.
2. Definition of a Complaint
For the purpose of this procedure, a complaint is defined as:
An expression of dissatisfaction about the service provided by Active BCS, where the matter has not been resolved informally within a reasonable period.
A complaint may relate to the conduct of Active BCS, one of its employees, consultants, Registered Building Inspectors, or representatives acting on behalf of the company. Where possible, Active BCS will always aim to resolve concerns informally and promptly before they become formal complaints.
3. Informal Resolution
If you are dissatisfied with any aspect of the service you have received, you should first contact the Registered Building Inspector or Active BCS representative dealing with your project.
You may contact us by email at: info@activebcs.co.uk
Active BCS will aim to review and resolve informal concerns as quickly as possible. Where appropriate, this may include a telephone discussion, written response, review of the project file, or a site visit. If the matter cannot be resolved informally within five working days, you may escalate the matter as a formal complaint.
4. Matters That May Be Considered Complaints
The following are examples of matters that may be considered complaints:
Failure to provide a service within a reasonable timeframe.
Failure to provide a service to the standard reasonably expected.
Failure to fulfil statutory responsibilities.
Failure to implement a decision or agreed action.
Failure to comply with relevant professional conduct rules.
Failure to consider relevant information when reaching a decision.
Dissatisfaction with the response to a query or request for service.
Discourtesy or unacceptable behaviour by a staff member, consultant or representative.
Harassment, bias, unfair treatment or discrimination.
Poor communication or lack of reasonable updates.
This list is not exhaustive. Each complaint will be considered based on its own circumstances.
5. Matters That Are Not Usually Treated as Complaints
Some matters fall outside the scope of this Complaint Handling Procedure. These may include:
Disagreement with a Building Regulations technical assessment.
Dissatisfaction with the minimum standards required by the Building Regulations.
Disagreement with a decision made by Active BCS when carrying out its statutory building control functions.
Criticism of the scope or legal limitations of the RBCA role.
Complaints about workmanship, finish quality, aesthetics or contractual disputes with builders or contractors.
Warranty-related issues.
Planning permission decisions made by the Local Planning Authority.
Party wall matters.
Noise, parking, working hours, rubbish or neighbour disputes.
Matters that should be directed to another professional, contractor, Local Authority department or legal adviser.
Where a matter falls outside the role of Active BCS, we will explain this clearly and, where possible, indicate the appropriate route for the matter to be raised.
6. How to Make a Formal Complaint
If your concern has not been resolved informally, you can make a formal complaint in writing.
Please send your complaint to:
Active BCS
Email: info@activebcs.co.uk
Your complaint should include:
Your full name.
Project address.
Active BCS project reference, if available.
A clear summary of the complaint.
The date or dates of the issue.
Names of any Active BCS staff or representatives involved, if known.
Copies of relevant emails, photographs, reports or supporting evidence.
The outcome you are seeking.
If your complaint is initially made by telephone, we may ask you to provide a written summary so that we can fully understand and investigate the matter.
7. Acknowledgement of Complaint
Upon receiving your formal written complaint, Active BCS will acknowledge receipt by email within two working days. The acknowledgement will confirm that your complaint has been received and explain the next stage of the process.
8. Initial Review
Within seven working days of receiving your written complaint, Active BCS will review the information provided and confirm our understanding of the complaint.
At this stage, Active BCS will decide whether:
the complaint requires further investigation;
the matter can be resolved immediately;
further information is required from you; or
the matter falls outside the scope of Active BCS’s complaint procedure.
If the matter falls outside our scope, we will explain this in writing and close the complaint. If you later provide additional relevant information, we may review the matter again.
9. Investigation
Where Active BCS determines that the complaint requires further investigation, the complaint will be reviewed by an appropriate senior person who has not been directly involved in the matter, where reasonably possible.
The investigation may include:
reviewing project records;
reviewing correspondence;
speaking with the Registered Building Inspector or relevant staff member;
considering any photographs, reports or documents provided;
reviewing whether Active BCS followed its procedures and statutory obligations.
A written response will normally be issued within twenty-one working days after the initial review stage.
The response will explain:
the outcome of the investigation;
whether the complaint is upheld, partially upheld or not upheld;
the reasons for the decision;
any corrective action to be taken, where appropriate;
any improvements identified as part of the review.
The complaint will be recorded in Active BCS’s complaint log as part of our quality management system.
10. Internal Appeal
If you remain dissatisfied with the outcome of the formal complaint investigation, you may request an internal appeal.
The appeal must be submitted in writing to:
Active BCS
Email: info@activebcs.co.uk
Your appeal should explain why you disagree with the outcome and include any new information or evidence you wish Active BCS to consider.
The appeal will be reviewed by a Director, senior manager or other appropriate person who was not directly responsible for the original complaint decision, where reasonably possible.
Active BCS will aim to issue an appeal decision within ten working days of receiving the written appeal.
The appeal decision will usually represent the final stage of Active BCS’s internal complaint procedure.
11. Role of Active BCS as a Registered Building Control Approver
Active BCS acts as a Registered Building Control Approver. Our role is to assess, within the limits of reasonable skill and care, whether building work is likely to comply with the relevant Building Regulations.
Active BCS may:
assess plans and supporting information;
carry out risk-based site inspections;
request certificates, declarations and further evidence;
consult statutory bodies where required;
issue a Final Certificate where appropriate.
However, Active BCS does not:
act as a Clerk of Works;
supervise contractors or subcontractors;
manage the construction project;
inspect every stage of the works;
provide a guarantee of Building Regulations compliance;
provide quality control or warranty services;
resolve contractual disputes between clients, builders, designers or contractors.
The legal responsibility for achieving compliance with the Building Regulations remains with the Client and relevant dutyholders, including the Principal Designer, Principal Contractor, designers and contractors.
Where a complaint relates to matters outside Active BCS’s statutory role, you may need to raise the issue with the contractor, designer, warranty provider, Local Authority, independent professional adviser or legal adviser.
12. Contacting the Building Safety Regulator
Nothing in this procedure prevents a complainant from contacting the Building Safety Regulator where they believe this is appropriate.
The Building Safety Regulator can receive complaints about Registered Building Control Approvers and Registered Building Inspectors. (GOV.UK)
Building Safety Regulator
Website: www.contact-building-safety-regulator.service.gov.uk
Telephone: 0300 790 6787
13. Monitoring and Continuous Improvement
Active BCS will keep a record of formal complaints and review complaint outcomes as part of its quality management and continuous improvement process.
Complaint records may be used to identify:
recurring issues;
training needs;
process improvements;
communication improvements;
opportunities to improve client service.
Active BCS is committed to learning from complaints and using them to improve the quality, transparency and consistency of its building control services.
14. Contact Details
For questions about this Complaint Handling Procedure, please contact:
Active BCS
Email: info@activebcs.co.uk
Website: www.activebcs.co.uk
Get in Touch
Phone: 01217942109
Mobile: 07470000885
Email: info@activebcs.co.uk
Address:
146 the CIBA Building, Suite 203 N 2nd floor, Hagley Road, Birmingham B16 9NX, UK.
© 2026. All rights reserved to Active BCS.
Forms and Procedures
Company Number 16519824