DISCIPLINARY PROCEDURE
All sites registered with the Scheme display a Scheme poster, giving the contact details of both the registered site and the Scheme.
All complaints received by the Scheme from any source, regarding a registered site, are recorded.
All complaints are put into one of the following categories:
Noise, Dirt or Dust, Parking, Abusive language, Safety, Inconsiderate, Road Conditions, Other.
The Scheme has designated staff, trained to deal with any type of complaint.
If the complaint does not relate to an issue covered by the remit of the Scheme (e.g. planning or compensation), the complainant will be pointed in the appropriate direction.
When a complaint is received that falls within the Scheme’s remit, the Site Manager will be told what the complaint is about, and given the name and contact details of the complainant (with the complainant’s permission). Advice might also be offered as to how the site might deal with the complaint.
The Scheme will stay in contact with the complainant for as long as necessary or until there is a satisfactory conclusion, at which point the complaint will be taken off the ‘active’ list.
If the Site Manager does not deal with a complaint in a satisfactory manner, the complaint will be passed to the Scheme’s General Manager, who will refer the matter to the construction company’s head office contact (as listed on the registration form). In the event that the response is still unsatisfactory, and the contact is not a director, then the complaint is taken to company director level.
The Scheme may attempt to mediate between the parties during this process. If, at any time, the Scheme’s General Manager considers that a reasonable settlement has been reached, the complaint will be taken off the active list. Where necessary, an experienced Scheme Monitor may visit the complainant and the Site Manager to seek resolution.
If a registered site fails to deal with a problem in an effective manner or if the Scheme’s General Manager believes the site to be in breach of the Code of Considerate Practice, the General Manager will provide a report of the incident(s) to the Chairman of the Scheme’s Board for a decision.
Where the Chairman’s decision is to remove the site from the Scheme, the company and the client will be informed by recorded delivery letter.