1. We (the Scheme) record all complaints made about a Considerate Constructors Scheme registered activity from any and all sources.
2. Once a complaint is assessed and found to relate to the Code of Considerate Practice, we will inform the activity’s designated contact (usually a Site Manager or Company contact) of the concerning behaviour or activity. At this initial stage, we may offer areas to be considered while addressing the complaint in regards to the Code.
3. If the complainant has given permission, we will share their name and contact details so the activity’s designated contact can work with them directly with our support. If they have not granted permission for their contact details to be shared, the Scheme’s Public Support team will liaise with the designated contact on their behalf.
4. The Public Support team will stay in contact with both parties while the concern is being investigated. Once the registered activity responds to the concern and has either resolved the complaint to the complainant’s satisfaction or made reasonable efforts to address the complaint in relation to the Code, the complaint will be closed.
5. All complaints received via the Scheme must be dealt with promptly by the registered activity. An acknowledgement of the complaint is expected within 24 hours and a satisfactory conclusion to be made within 10 working days.
6. If the activity’s designated contact does not sufficiently address the complaint, it will be escalated to the registered activity’s head office (as provided at registration). If the complaint still is not dealt with to a satisfactory level, the Company Director will be notified.
7. Where applicable or necessary, the Scheme will attempt to mediate between both parties during the process. If at any time we consider a reasonable agreement has been reached, the complaint will be closed.
8. Depending on the nature of the complaint and its severity, we may send an experienced Scheme Monitor to gather further information from both the complainant and the registered activity’s designated contact. This will be done at the Scheme’s discretion and only when necessary.
9. If the registered activity fails to deal with the concern adequately, its registration with the Scheme may be suspended or, in extreme circumstances, terminated.
10. If termination occurs, all parties — the registered activity, client, and the complainant — will be informed.
11. If the complaint is not related to an issue covered within the Code of Considerate Practice (for example planning issues or compensation), our Public Support team will provide information on who to contact.