Complaints policy

The purpose of this policy is to set CITB’s approach to receiving and dealing with complaints, how you can make a complaint, what you can expect from us when you do and how you can escalate a complaint if you are unhappy with the outcome. This policy applies to all areas of CITB’s activities, however there are specific procedures related to Levy Assessments which are detailed below.

The CITB defines a complaint as an expression of dissatisfaction – either spoken or written – that requires a response. This can be about an act, an omission, how a decision was made, or the standard of service provided. It does not include dissatisfaction with a decision that has a right of appeal or referral to or review by a tribunal or court of law.

Dissatisfaction or criticism expressed, not through our official complaints process as stated below, will not be treated as a complaint until the contributor has engaged directly with CITB. This would include social media platforms and external review platforms.

We are committed to providing a high-quality service and striving for continuous improvement in all that we do. Central to ensuring that the quality of the service we offer meets or exceeds expectations is ensuring that we capture, understand the feedback received, positive or negative, and that it is acted upon appropriately.

We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.

We aim to ensure that:

• we treat complaints seriously and deal with them fairly, professionally, promptly and politely;
• the process for making a complaint is clear and easy to access;
• we respond in the right way (for example, with an explanation, or an apology where we have got things wrong, or information on any action taken);
• we learn from complaints and use them to improve our service;
• to make sure that complaints are, wherever possible, resolved and that relationships are repaired;
• All complaints received will be handled with appropriate confidentiality and in accordance with the requirements of the Data Protection Act 1998;
• The culture of the CITB is one of transparency to the public based on a presumption that information which the CITB holds will be made available to the public unless such information is covered by a statutory exemption and it is necessary and appropriate not to disclose such information.

We aim to deal with your complaint as thoroughly as possible using the correct team and in some cases, statutory process. If your complaint refers to one of the following you can use the links provided to reach the appropriate teams. For all other feedback and complaints please follow the process outlined in section 4.

Grant and Funding Decision - If you disagree with a Grant or Funding decision. The formal appeals process found in Grants Scheme Appeals Policy

Levy Register - If you wish to appeal against a decision to place your organisation on the Levy Register. The statutory process to be followed for this can be found in Levy assessment, registration review, and how to appeal

Existing or closed complaints

Legal Dispute (ongoing) - If the issue you wish to complain about is already the subject of legal dispute or litigation; please continue to follow that process.

Previous Complaint - If your complaint has previously been through the complaints procedure and has been closed, you may appeal as specified below.

Stage One

Where possible you should make your initial complaint or feedback directly to the person you have been dealing with within CITB. If you can’t direct your initial complaint to an individual at CITB please contact us by using our online form.

What will happen next?

Your complaint will be logged as a Stage One complaint.

We will aim to deal with your complaint quickly and in most cases this will be within ten working days or sooner where we can. If your complaint is of a complicated nature or requires further investigation, we will speak to you about our investigation so far and when we expect to have a resolution for you.

Where possible, it is helpful for complaints to be made as soon as possible after the incident to enable us to investigate fully.

What if I am still unhappy? – Raising a Stage Two complaint

If you are unhappy with the response received, please let us know as soon as possible via our online form. This will then become a Stage Two complaint and will be reviewed via our internal escalation process. We aim to let you know the outcome within 20 working days of receipt.

In making a Stage Two complaint, you should aim to include the details of why your Stage One complaint hasn’t resolved the issue for you.

Can I take my complaint further? – How to appeal

If you are not satisfied with the response to your Stage Two complaint you have the right to appeal within 20 days of the date we responded to your complaint.

Your appeal should be in writing and set out the basis for your appeal. This can be submitted either via our online form or by letter to CEO, CITB, Sand Martin House, Bittern Way, Peterborough PE2 8TY. Your appeal will be considered to assess whether there is a rationale to warrant a further review.  If it is accepted that the matter needs further consideration the matter will be passed to an Executive Director, a Senior Manager from the relevant area and, if appropriate, a Board or Committee member.  In most cases a response to any appeal will be provided within 21 working days from the date the appeal is received.  

Further Redress

If you are not satisfied with the response you can refer the matter to the Parliamentary Ombudsman (England and Wales) or the Scottish Public Services Ombudsman via an MP.  

The Parliamentary Ombudsman may be contacted at:  Customer Helpline on 0345 015 40333, or via their website – www.ombudsman.org.uk

The Scottish Public Services Ombudsman may be contacted at:  Freephone 0800 377 73303, or via their website – www.spso.org.uk