How To Make A Complaint

Scottish Decorators' Federation Complaints Procedure - Complaints Resolution

The Federation is uniquely placed to provide resolution to disputes.

• Provision of capable and impartial inspectors in whom both Parties can have complete confidence.
• Nomination of such inspectors within a predetermined time-scale.
• A cost effective service.
• The nomination of inspectors from an appropriate discipline having regard to the nature of the dispute and who have practical hands-on experience of Decorating in either the Trade or Manufacturing background.

The Federation considers all of the above to be of crucial importance to a successful Complaints Procedure, so that parties can have confidence in it and its decisions.

Detailed below is the full description of the Federation's Complaints Procedure.
Click here for brief details on how to submit a complaint.

Selection of Inspectors

In order to administer the complaints procedure the Federation has created a list of Inspectors.

Upon the receipt of a complaint the Federation will consider the nature of the dispute and select two appropriate inspectors. The selection will be from the database by reference to:

1. The required specialism
2. The Operational Area

To qualify for inclusion on the Federations' list of approved Inspectors you should be able to demonstrate:

1. Long standing experience in Painting and Decorating; and/ or
2. Experience as a practising Professional Decorator; and/or
3. An appointment from a Painting and Decorating Manufacturing Company; and
4. Have the necessary personal qualities and skills for conducting inspections, conciliating and writing reports.

The Procedure

Where parties to a contract refer a complaint or difference, to the Scottish Decorators' Federation for conciliation, reconciliation or determination, the following procedure will be adopted:-

The complaint should be made either in writing or on the appropriate complaint form, SDF /CP1.

The complaint must state (1) the name and address of the customer (2) the nature of the work and details of the premises (3) name and address of the contractor and (3) the nature of the complaint.

Should the referring party be unable to complete the complaint in writing this will be completed by an appointed third party.

The completed complaint form SDF/CP1 should then be sent to the Chief Executive of the Scottish Decorators' Federation.

On receipt of the complaint this will be recorded in the complaints file and be numbered and dated.

Copies of the complaint will be directed to the Technical and Contracts Committee, the Convenor of which will nominate two appropriate inspectors, chosen from the list of Federation Inspectors, and who will investigate and report on the complaint. (Form SDF/CP 2)

In the absence of the Convenor responsibility for inspector appointments will be assumed by the President of the Federation.

The Inspectors will request a meeting with the referring party with the referred party attending the meeting. The Inspectors will provide the Federation with a written report of the meeting, together with a copy of their recommended findings. Copies of which will be sent to all parties of the dispute. A copy of this report will be filed in the Federations complaints file.

The actions agreed and or required to be carried out by either party to the dispute will be appended to the report.

Should the inspectors agree that a Federated Member undertake remedial work to resolve the dispute the Federated Member will be required to give an undertaking to do so together with an appropriate date and time. If both parties to the dispute agree with the inspectors course of action an SDF/CP3 Form, (Dispute Resolution Agreement) will be completed and signed by the parties to the dispute.

Should a member refuse to complete such a course of action the Federation will take such action as it considers necessary to resolve the problem the Member will then be expelled from the Federation, subject to the right of appeal to the National Council.

Expulsion from the Federation will remove any rights of an expelled member to all Federation benefits including any Buying group or Discounts on Federation Services.

Should parties to the contract be unsatisfied with the findings of the Federations inspectors, they will have the right of appeal to the Technical and Contracts Committee, who will decide on any further appropriate action.

Costs of Service

Complaints against Non Federation Members will carry a charge, which will be laid down by the Federation and available by enquiry.

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How To Make A Complaint

Complaints must be submitted in writing to:

Your complaint must include: