Making a Complaint
Here at CIOB, we are passionate about everything we do – including providing outstanding service to all of our customers and upholding the highest standards. When things haven’t gone as well as we would have liked, we will investigate further so that we can understand what happened and how we can correct it.
If you decide to raise a formal complaint, you can be assured that we take this very seriously and will work hard to provide a solution as effectively and efficiently as we can.
All complaints can be lodged via the form below.
How we handle your complaints
Complaints about a service or product
Once your complaint is received, we will always try to resolve it for you immediately. If we can’t, we’ll acknowledge your complaint within five working days and tell you what the next steps will be. A member of staff will take ownership of the issue and will keep you up to date on the next steps to ensure a resolution, usually within 10 working days.
Complaints about a Member or Chartered Company Member
As a professional body upholding the highest standards in construction, we take complaints against a CIOB Member or Chartered Company Member very seriously. These are reviewed by the Governance Team in the first instance, who will advise you of how the complaint will be handled.
Make a complaint
Further steps
To appeal complaints about a CIOB product or service, inform us in writing with your reasons for appealing, in line with our Member & Customer Service Charter. Following this, a final decision will be made, and you will be informed of the outcome in writing within 21 working days from the date of the appeal.