Complaints Policy and Procedure

1. Policy Statement

At BVI Building Services & Controls (the "Company"), we are committed to delivering high-quality electrical engineering, building controls, and installation services. We take pride in our workmanship and our status as an NICEIC Registered Contractor.

If any part of our service falls short of your expectations, we want to hear about it. We treat all complaints seriously, investigate them impartially, and aim to resolve them swiftly and fairly.

2. Scope of the Policy

This policy applies to all clients, main contractors, and building occupants. It covers any complaints regarding:

  • The safety, quality, and compliance of our electrical installation work.

  • Technical performance of building control systems.

  • The professionalism, conduct, and safety practices of our engineers on-site.

  • Invoicing and administrative matters.

3. Workmanship Guarantee

In accordance with NICEIC standards, all electrical installation work carried out by the Company is guaranteed against faulty workmanship for a period of 12 months from the date of completion or the date issued on the electrical certificate.

4. How to Lodge a Complaint

Complaints should be raised as soon as possible after the issue is identified. Please provide your name, site address, and certificate or invoice number.

5. Our Complaints Procedure

Stage 1: Acknowledgement

  • Timeline: Within 2 working days of receipt.

  • Action: We will formally acknowledge your complaint in writing, log it in our internal Quality Management System, and assign a competent manager to handle the investigation.

Stage 2: Investigation and Technical Assessment

  • Timeline: Within 10 working days of acknowledgement.

  • Action: We will investigate the issue. For technical complaints regarding electrical safety or workmanship, our NICEIC Principal Duty Holder or Qualifying Supervisor will review the installation. If necessary, we will arrange a convenient time to visit the site to inspect the work.

  • Outcome: We will provide a written response detailing our findings and any corrective actions we intend to take (such as remedial works or adjustments) at our own expense.

Stage 3: Escalation and Final Review

  • Timeline: Within 5 working days of escalation.

  • Action: If you are dissatisfied with our initial response, you can escalate the matter to a Company Director. They will conduct a final review of the engineering reports and correspondence to issue a final decision.

6. NICEIC Platinum Promise (Alternative Dispute Resolution)

We aim to resolve all complaints directly and amicably. However, because we are an NICEIC-registered business, our commercial and domestic clients are protected by the NICEIC Platinum Promise.

If a complaint regarding the technical standard of our electrical work cannot be resolved through our internal procedure, you have the right to escalate the matter directly to the NICEIC. The NICEIC will review the complaint and, if necessary, instruct us to correct the work or arrange for an alternative contractor to do so.