November 2023 v2
Resolution Policy
Our organisation is committed to providing the highest standard of service to all our clients, customers, and stakeholders. We understand that, on occasion, issues may arise that fall short of your expectations. We value feedback, including complaints, as it helps us to improve our services and address any concerns you may have.
It will most likely be appreciated that as per the original contract document sent by reports have to comply with the procedure rules CPR 35 and PD 35 as reports are actually for Court or (FOS) Financial Ombudsman Service use and we have to be fair to all parties involved. The report although commissioned by one party must reflect the concerns and interests of other parties and the reports are to assist either the Courts or Financial Ombudsman Service in their consideration of certain issues.
If you have a complaint, we encourage you to contact us as soon as possible. You can make your complaint, in writing to comply with the procedure rules, or via email. Please provide as much detail as possible, including the nature of the complaint, relevant dates, and any individuals involved. Upon receiving your complaint, we will acknowledge it within five working days and aim to resolve the matter swiftly and efficiently within 20 days.
We will carry out a thorough investigation of your complaint, which may involve speaking to relevant staff members, reviewing records, telephone recordings and considering any other pertinent information. If, for any reason, we are unable to meet our 20 day deadline, we will inform you of the delay and provide a new expected response date.
Our response will detail the findings of our investigation, any actions we will take as a result and where applicable, how we intend to prevent similar issues from arising in the future. If you are not satisfied with our response, you have the right to escalate your complaint. If you consider us to have acted unfairly you can of course present your claim to the Court or Financial Ombudsman.
The reports have to be completed in accordance with the procedure rules and unfortunately sometimes this will lead to results, which may not be beneficial to your position. In most instances engineering reports will be required in both legal action and/or action with the Financial Ombudsman Service, but this is only one part of the consideration that both of these services take into consideration.
We treat all complaints seriously and ensure they are handled in a fair and impartial manner. Your complaint will be treated in confidence, and we will only share details with those directly involved in the resolution process. We also assure you that raising a complaint will not affect your rights or the level of service you receive from us.
We are committed to learning from complaints and will regularly review our complaints process to ensure it remains effective and responsive to the needs of those we serve. Your feedback is invaluable to us and we thank you for taking the time to help us improve.
The procedure is as follows: