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SITMA Complaints and Appeals

This page relates directly to PUS013 which can be requested by contacting admin@bcta.group

The purpose of this document is to define the process that should be followed when raising either a complaint or an appeal, this document will also make transparent the process that SITMA follows for the handling of complaints and appeals.

All complaints that arise will be dealt with promptly, professionally and transparently in like with the Scheme’s Quality Management Process.

The approach adopted is to understand the root cause of a complaint, investiage and resolve it wherever possible and report of the validity of teh claim. This is aimed at further developing our services using an ethose of continous improvement.

SITMA does not limit who can and cannot make a complaint and have provided a list below:

  • SITMA Scheme Member
  • Compliance Officer (trading standards or building control)
  • Member of the public, customer, contractor or similar
  • Candidate undertaking a SITMA training course
  • Government Department
  • Any other stakeholder

The above list is not exhaustive and SITMA will deal with any other complaint in the same fashion. For any complaint received, there is no charge to investigate the complaint by SITMA. Should financial outlay be required to resolve a complaint, such as verification testing, calibration, other services such as legal advisors and similar professional fees, this will be assessed, and a suitable arrangement made between the parties for covering these liabilities.

Reporting a Complaint

Complaints can be reported by email, or in writing to SITMA by providing the following information

  • Complainant Name
  • Address of Complainant
  • Contact Details (telephone and email)
  • Availability for feedback (preferred time to discuss feedback/research)
  • Nature of the complaint

For Complaints concerning Scheme Members, the following additional information will be required;

  • The SITMA Membership number (if Known)
  • Name of the Scheme Member who carried out the works
  • The task and/or test number if available
  • The date the test was undertaken

Complaints should be reported to the Scheme Manager either by:

Email: manager@sitma.org
In writing to: The Scheme Manager, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Bucks, HP13 7EQ

The Scheme Manager will assign a staff member to handle the complaint. This would normally be either the Audit Manager, Technical Manager, or Scheme Manager depending on the nature of the complaint. Should the complaint be able or specifically involve the Scheme Manager, the Scheme Manager will self-refer the complaint to the SITMA Chairman. Alternatively the complaint can be made directly to the SITMA Chairman.

The Chairman has the right to:

  1) delegate the complaint to any member of staff to investigate, either openly or in confidence
  2) investigate the complaint by themselves

Oppose

Should a complaint be opposed, the complainant shall, in writing, respond to the original outcome outlining why they feel the complaint is opposed. If the complaint is technical in nature, then technical information to why complaint is opposed shall be given.

The Opposition shall be handled by a different member of staff from the original respondent.
The new respondent may take up to 90 further days to collate the investigation and respond.
The new respondent may question the workings, findings or any other information used to come to the conclusion of the original complaint

Appeal

Should the outcome of a complaint or its resolution not be acceptable, and the opposition leave the situation satisfactory to parties involves, an appeal against the actions or decision may be lodged. 

Should an appeal be required, it will be investigate by an Independent. Appeals will be initially handled by the SITMA Chairman.

There will be an advanced fee lodged before an Appeal with a value to commensurate with the financial risk assessed with the particular appeal. The this appeal be successful, the advance fee will be returned. This is typically the cost of the time of the independent as quoted.

The complainant may choose to object the Independent, giving a clear reason why. Should the complainant and the Scheme not agree an Independent, SITMA will pass the complaint to the Government of the country that the complainant is complaining about.

Appeals should be reported in writing to the Chairman of the Board of Directors:

Email: chair@sitma.org
In writing to: The Scheme Manager, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Bucks, HP13 7EQ

Timescale

Day 0

Complaint Made

This is the day the complaint was received by SITMA

Day 5

Complaint Recognised

Complaints will be recognised and a response with your complaint number issued in 5 working days

Within 90 Days

Final Response

The complaint will be investigated with a final response issued with 90 days.

Certification Policies

SITMA are committed to running impartial schemes. Our Impartiality statement, GDPR data management and data and whilstleblowing policies can be accessed by clicking the links below

Impartiality Statement
Whistleblowing Policy
GDPR Policy

SITMA has a full complaints procedure if you are not happy with the service of SITMA or one of it’s certified members. Our full complaints procedure can be found here.

Complaints Procedure

Contact Us

The Sound Insulation Testing and Measurement Association
Unit 3 Tannery Road Industrial Estate
Tannery Road
High Wycombe
Buckinghamshire
HP13 7EQ

+44 (0)1494 358159  |  admin@bcta.group