𝗖𝗢𝗥𝗖 𝗖𝗢𝗗𝗘 𝗢𝗙 𝗖𝗢𝗡𝗗𝗨𝗖𝗧 – 𝗣𝗧.𝟭𝟬
𝗖𝗢𝗠𝗣𝗟𝗔𝗜𝗡𝗧𝗦 🙍♀️🙍♂️
A trade member shall have a clear policy for dealing with complaints which shall include a nominated senior member of staff, or in the case of a small firm, the principal, who shall have primary responsibility for their resolution. This policy shall be displayed on the premises of the head, franchised or branch offices to be observable by clients.
A client with a complaint shall normally first approach the trade member responsible for their contract. The trade member shall respond quickly, normally by inspection within ten working days on a date and time agreed with the client and, where required, rectify any fault promptly having first agreed the action to be taken with the client.
Any client who thereafter continues to have a genuine complaint should approach the CORC to seek assistance, and should confirm their complaint in writing. The CORC will seek, by conciliation with the trade member, to resolve the client’s complaint. To seek assistance a client should view www.corc.co.uk for contact details or telephone 01206 306600.
Where either party to a dispute invokes litigation, or goes to arbitration or adjudication outside the auspices of the CORC, the CORC shall take no further part in its resolution other than to take disciplinary measures against the member if required, in accordance with the Code of Practice once the dispute is resolved. Any correspondence or reports issued by the CORC in connection with a dispute which subsequently goes to litigation outside the CORC cannot be used by any of the parties to that dispute.
The CORC, as a trade association, do have to be transparent and honest to the public. This does mean that should someone ask if a roofer has had complaints, we do have to advise them if they have, however the CORC will not divulge any information about the complaint other than that there is a/some complaint/s and if they have been resolved.
The CORC follow a strict complaints procedure. If we receive 3 or more minor complaints in regards to a member, we will suspend membership pending an appeal from that member. Should they pass the appeal, the member will go on a probation to ensure no further complaints are received. If a member receives one major complaint, they can be suspended immediately pending an appeal. The CORC can remove membership at any given point.
#complaints #procedure #appeal #probation #suspended #remove #discilinary #action #inspection #codeofconduct #member #staff #CORC
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