Complaints Procedure

1. How to make a complaint

Complaints can be made free of charge by email or telephone. Written complaints are preferred because they provide a clear record of the issues raised.

Please provide, where available:

• —your name, organisation and preferred contact details;
• —the project, service, report or appointment concerned;
• —a clear description of what happened and when;
• —copies of relevant correspondence, photographs or documents;
• —the impact of the issue; and
• —the outcome or remedy you are seeking.

A representative may make a complaint on someone else's behalf. Oakstone may request written authority before disclosing confidential or personal information.

2. Our complaints process

Oakstone will take a proportionate approach based on the seriousness, complexity and potential impact of the complaint. We may resolve straightforward matters immediately, but the complainant may request formal investigation at any stage.

3. Investigation principles

The person handling the complaint will, so far as reasonably practicable:

• —act impartially and avoid investigating their own conduct where an alternative reviewer is available;
• —consider the relevant appointment, agreed scope, reports, instructions, records and correspondence;
• —give the complainant a fair opportunity to explain the concern and provide evidence;
• —distinguish facts, professional judgement, contractual issues and matters outside Oakstone's scope;
• —identify whether immediate action is required to protect safety, data, evidence or client interests;
• —record the reasons for the decision and any corrective action; and
• —use plain, professional and respectful language.

4. Outcomes and remedies

The written outcome will normally summarise the complaint, evidence considered, findings, reasons and any action to be taken. Depending on the circumstances, remedies may include:

• —an explanation, clarification or correction;
• —an apology where service or communication fell below the expected standard;
• —reissue or amendment of a document, where appropriate and within scope;
• —completion of an outstanding action;
• —process, training or quality-control improvements;
• —a fee or commercial remedy where agreed and legally appropriate; or
• —a finding that the complaint is not upheld, with reasons.

5. Data protection complaints

A complaint is a data protection complaint where it concerns how Oakstone collects, uses, stores, shares, secures, corrects or deletes personal information, or how Oakstone responds to a data-protection rights request.

Where a complaint also includes a subject access request, rectification request, erasure request or other statutory rights request, Oakstone will identify and manage that request separately under the applicable legal timeframe.

If the complainant remains dissatisfied with Oakstone's handling of personal data, they may raise the matter with the Information Commissioner's Office at ico.org.uk. See also our Privacy Notice.

6. Confidentiality, records and conflicts

• —Complaints will be handled confidentially and information will be shared only where necessary to investigate, respond, obtain advice, notify insurers or comply with legal obligations.
• —Oakstone will maintain a complaints register recording the date, category, owner, status, outcome and improvement actions.
• —Complaint records will be retained in accordance with Oakstone's document-retention policy, contractual obligations, insurance requirements and applicable data protection law.
• —Where the complaint concerns the Director or creates a material conflict of interest, Oakstone may appoint an independent external reviewer or suitably qualified professional.

7. Conduct, escalation and review

Respectful communication

Oakstone will remain professional and accessible throughout the process. We will not disadvantage anyone for making a genuine complaint. In return, complainants are expected to communicate respectfully and allow reasonable time for investigation.

Oakstone may restrict the method or frequency of contact where behaviour is abusive, threatening, discriminatory, persistently repetitive or places disproportionate demands on the business. Any restriction will be proportionate, recorded and communicated in writing. Serious threats or unlawful conduct may be reported to the appropriate authorities.

External escalation and contractual rights

If the complaint remains unresolved after the internal review, the available next steps will depend on the nature of the issue and the relevant appointment. These may include:

• —negotiation or mediation by agreement;
• —adjudication where the statutory or contractual right applies;
• —the dispute-resolution provisions in Oakstone's appointment or Terms and Conditions;
• —referral to a relevant professional, regulatory or statutory body where the complainant is entitled to do so;
• —an accredited Alternative Dispute Resolution provider for a consumer dispute, where applicable and where Oakstone is required or agrees to participate; or
• —court proceedings or another legal remedy.

Using this complaints procedure does not suspend contractual payment obligations or limitation periods and does not prevent either party from taking urgent protective action.

Learning, reporting and review

The Director will review complaints and trends at least annually, considering root causes, recurring themes, response times, corrective actions and opportunities to improve templates, inspections, reporting, communication and governance. This procedure will be reviewed annually and sooner where there is a significant complaint, change in law, change in service delivery or insurer requirement.

Appendix A — Complaint information form

This form is optional. A complaint may be submitted in any clear written format. Where possible, please include:

• —Complainant name
• —Organisation
• —Email / telephone
• —Project or service
• —Date issue occurred
• —Date complaint submitted
• —Summary of complaint
• —Evidence enclosed
• —Outcome sought
• —Accessibility or communication needs

The full procedure, including the printable complaint information form, is available in the PDF version of this document.