Our Complaints Procedure Overview & Whistle blowing policy.
Building Control Surveyors - Registered Building Control Approvers
is a company that delivers a consistent quality service provision in accordance with the HSE Building Safety Regulators requirements in accordance with the HSE Operational Standards Rules, Codes of Conduct applicable.
The HSE Building Safety Regulator recently completed a rigorous audit of our company [July 2025] its procedures, its Golden Thread data capturing and logging systems to meet their expectations. Our risk management systems were found by the Building Safety Regulator to exceed current industry standards.
Complaints will be treated positively and used as an opportunity to improve the level of service provided when appropriate. The complaints procedure forms part of the company’s quality management process.
Building Control Surveyors Ltd operates a simple three step approach for ease of handling complaints. This policy is reviewed annually by a Director to ensure that whatever improvements to our service can be made, they are identified and acted upon as quickly as possible, thereby building upon our reputation of providing one of the most efficient and professional building control and fire safety consultancy services in the UK.
A team of specialists will help to investigate all complaints from the simplest to complex issues relating to our regulatory function within the company.
Forms for downloadable :
Download External Contractors Annual Conflict of Interest Form
The Procedure
Step One
Service users or any person who wish to complain about any aspect of our service that they have received from Building Control Surveyors Ltd are requested to initially contact us by email (support@bcsurv.com) OR by phone (tel 01992 710 763).
If you are a "Client' or "Domestic Client" You will be required to provide us with information about all of your appointed dutyholders [ Principal Designer and Principal Contractor ] involved in your project and who have legal responsibility for your project's compliance.
We will then :
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Immediately contact you by telephone, or
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1. ON ACTIVE LIVE PROJECTS 1 [i.e where our Initial Notice is still active] : Only if it is deemed appropriate by our senior managers, and it is within the scope of our current Building Control Approvers Function, particularly on current live and active projects, by visiting the client / complainant within three working days, OR
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2. ON ACTIVE LIVE PROJECTS 2 : Where our localised surveyors visiting project sites are unavailable to deal with your issue, then a Director from the company will write to the complainant within two working days and inform them of the date and time when a personal response by phone from a surveyor can be expected. In any event, this response will be within fourteen days. or
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3. ON CANCELLED PROJECTS [i.e where our Initial Notice is inactive]: When a project has been cancelled either by the RBCA or by the Person carrying out building work - our involvement in any active build project ends. So you will need to be very specific about your complaint and your claims.
In most cases, contacting our technical team at Warlies Park House will swiftly address the complaint raised. If however, the complainant is dissatisfied with the outcome of this “Step One” response, they may progress their complaint to the second stage of this procedure.
Step Two
You must submit in writing the full particulars of your compliant, which must be clear and concise, and accompanied by supporting evidence which justifies every aspect or allegation contained within your complaint.
Your compliant should clearly cite how our role, responsibilities or obligations have failed in your view, as they relate to our CONTRACTED functions under Regulation 4 (Functions of Approvers) as noted in law within the The Building (Registered Building Control Approvers etc.) (England) Regulations 2024 or under our code of conduct.
If your complaint is based upon a building regulation technical or procedural matter, then it is advised that an independently prepared technical / procedural report from appropriately qualified persons such as a Chartered Architect, Chartered Surveyor or Chartered Building Engineer, or a legal professional may assist in your submissions , unless you of course can competently and clearly cite full details of your issues being raised under this complaint focusing on only building regulation [ including any allegations of negligence ] or service delivery matters.
A Director of the company or a senior compliance specialist will then investigate the complaint and will:
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Contact the complainant within five days to discuss the complaint or
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Liaise with our Surveyors or review our data held related to your project or
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Write to the complainant within seven days with the findings of the investigation and our determinations.
Step Three
Where a complainant remains dissatisfied with the outcome of the above two steps, they have the right to appeal the outcome of our findings by passing the complaint directly to the HSE Building Safety Regulator . The final address and portal for HSE complaints at stage 3 you can forward your compliant to the HSE Building Safety Regulator at
https://www.gov.uk/guidance/contact-the-building-safety-regulator
You should note that the HSE Building Safety Regulator (BSR) will not settle financial disputes or order financial compensation as part of its complaints procedures.
This third step should not be invoked unless we have sent to you in writing confirmation that we have exhausted our internal complaints procedure.
A copy of our whistleblowing policy - click here
