Complaints and appeals

How to complain about our work, and how we handle it Anyone may complain about our inspection work or the conduct of our people — you do not have to be the client who paid for it. How to raise one Write to us with what happened, when, and which inspection or report it concerns. Include a way to reach you. If you would rather not give your name, say so; we will still investigate, but we will not be able to tell you the outcome. What we do 1. We acknowledge every complaint in writing. 2. We confirm whether it concerns inspection work we are responsible for. If it does not, we say so and tell you who does, where we can. 3. We investigate. The person who decides the outcome is never somebody who took part in the inspection being complained about. 4. We write to you with the decision and the reasons for it. 5. Where we find we were at fault, we record a corrective action and check later that it worked. If you disagree with our decision You may appeal. An appeal is decided by somebody who did not make the original decision. Write to us saying what you are appealing against and why. We do not treat anyone unfavourably because they complained.