Party Wall Specialists is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.
A compliment is an expression of satisfaction about the standard of service we provide.
A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
Party Wall Specialists' responsibility will be to:
A complainant's responsibility is to:
recognise that some circumstances may be beyond Party Wall Specialists’ control.
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Party Wall Specialists maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
Written records will be made by Party Wall Specialists at each stage of the procedure.
In the first instance, staff member(s) will establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure would be followed.
If the complaint cannot be resolved informally, the member of the public will be advised that a formal complaint may be made and the following procedure will be explained to them.
A formal complaint can be made either verbally or in writing. If in writing the Contact US form should be used. If verbally, a statement should be taken by a member of the Admin Team, Reception staff member or by the Director.
You can use Contact Us form if you would like to provide compliments or make a complaint.