1. Our Commitment FBSA Technology Ltd is committed to providing a professional, impartial, and high-quality service. We take all complaints seriously and aim to resolve concerns promptly, fairly, and transparently. Complaints are viewed as an opportunity to improve our services and maintain the standards expected by our clients. 

2. How to Make a Complaint Complaints should be submitted as soon as reasonably possible, providing sufficient detail to allow the matter to be investigated. 

Director: David Matthews 

Email: david.matthews@fbsa.co.uk 

Telephone: 07883915332 

Postal Address:
FBSA Technology Ltd
10 International House
10 Churchill Way
Cardiff
CF10 2HE 

3. Information to Include To help us investigate your complaint efficiently, please provide:

• Your name and contact details
• The property address concerned (if applicable)
• The date of the inspection or service
• A clear description of the complaint
• Any supporting documents, photographs, or correspondence
• The outcome you are seeking

4. Complaint Handling Process 

Upon receipt, your complaint will be reviewed and investigated by David Matthews, Director of FBSA Technology Ltd. The investigation may include:

• Reviewing inspection records and evidence
• Reviewing correspondence and documentation
• Considering any information supplied by the complainant
• Assessing whether any corrective action is required

5. Response Timescales Acknowledgement

Within 3 working days of receipt. Written Response
Within 10 working days wherever reasonably possible. Final Response
Within 15 working days if additional investigation or review is required. Where additional time is needed, FBSA will keep the complainant informed of progress and provide an updated timescale. 6. Outcomes Following investigation, FBSA may:

• Uphold the complaint in full
• Partially uphold the complaint
• Reject the complaint where no service failure is identified
• Offer corrective action where appropriate
• Provide clarification regarding findings, procedures, or reports

7. Record Keeping 

All complaints and associated correspondence will be recorded and retained in accordance with the FBSA Data Retention & Evidence Handling Policy. Complaint records are retained for a minimum of 6 years. 

8. Escalation 

If a complainant remains dissatisfied after receiving a final response, they may seek independent legal advice or pursue any other remedies available to them under applicable law. 

9. Policy Review 

This procedure will be reviewed periodically to ensure it remains fair, effective, and aligned with business and regulatory requirements. Professional. Independent. Accountable. ``