INCIC strive to provide a first-class service to all our contractors’ customers and our contractors. However, there may be an occasion when you are not happy with the service that you have received. If you should have a complaint regarding us as the Scheme Provider, a Scheme member (contractor) or the works that they have carried out please follow the guidelines set out below. We will investigate the matter and attempt to resolve your complaint to your satisfaction.
In the first instance, if you wish to complain about any of our contractor’s services, please speak to a member of their staff who will try to resolve your complaint directly.
Under our Scheme’s rules, your contractor must respond to all complaints. If you send your complaint by email or post, they will aim to send an initial acknowledgement of receipt of a complaint within 3 working days and a full response to a complaint within 10 working days of receipt. If they cannot respond fully within 10 working days, they will keep you informed on the progress of their investigation.
If your contractor is unable to remedy your complaint, or you are not happy with the way your complaint was handled, your contractor will arrange for your case to be reviewed by INCIC (the scheme provider). This can only be initiated if you give the contractor permission for INCIC to contact yourself, without this INCIC cannot step in.
If you ring to complain we will take details and if possible, resolve the matter straight away. If this is not possible, we will investigate your complaint in as short a time as possible, dependent on gathering information from the other parties.
If you make a complaint in writing, we will acknowledge receipt within 5 working days of receipt of your correspondence. INCIC will then initiate data collection on the case from both yourself (the customer) and the contractor.
Independence Brokerage Services CIC
Tel: 0300 365 4050
Email: support@incic.org.uk
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We will investigate your complaint, and gather information from you and those involved, and attempt to resolve the matter to your satisfaction. This may require a site visit in order for INCIC to assess the complaint if a mutual agreement on what the issue is can’t be reached between customer and contractor, this visit would be arranged at a time that is suitable for you, the customer.
Below is a flow chart showing you how we handle complaints.
In the event that your complaint is solely or jointly the responsibility of another company, we will write to them within 7 working days of us becoming satisfied that the other company is responsible, notifying them of your complaint
Once INCIC has assessed the complaint we will discuss and agree resolution options with you, the resolution agreed on between INCIC and the customer will then be sent in a report to the contractor including recommendations of how to proceed.
If both parties don’t agree to mediation by INCIC then INCIC will direct you to an alternative dispute resolution service.
If both yourself and the contractor agree to INCIC’s mediation then INCIC will mediate a settlement offer between both parties and also offer an alternative dispute resolution to you, the customer.
If you and the contractor agree on the settlement organised by INCIC then the complaint can be settled, with whatever actions agreed upon to be settled by the contractor to the customer within 10 working days.
Please refer to the below Complaints handling process diagram for a visual interpretation of the process:
If any of the above information is unclear or you would like further clarification and guidance on the complaints procedure, please contact us on 0300 365 4050.
Please also see below links to TrustMark code of conduct and customer charter documents which will help inform you:
Trustmark Code of conduct:
https://www.trustmark.org.uk/docs/default-source/scheme-documents/trustmark-code-of-conduct_version-1_4oct2018.pdf?sfvrsn=56659307_4
TrustMark Customer Charter:
https://www.trustmark.org.uk/docs/default-source/scheme-documents/trustmark-customer-charter_version-1_4oct2018.pdf?sfvrsn=72629307_8
