Introduction
We believe it is of positive benefit to our clients if they are fully informed, from the outset,
in respect of certain basic information, such as:
- how to instruct; and
- procedures with respect to complaints, or grievances.
Clarifying these issues and keeping clients informed of progress with their project provides the best relationship
between the clients and myself. In so doing, this enables our involvement and resources to be directed towards achieving
the objective of the instructions given by the client.
The assumption is that the Conditions of Appointment are accepted as laid out in these guidance notes, unless you raise
any specific matters in that regard. We are fully committed to achieving the most effective and efficient outcome and to
establishing a sound and worthwhile working relationship with all our clients; this is extremely important to us, as the
majority of our work comes to us through recommendation.
Who will deal with your project?
In all instances, a project will be overseen and, in the main, designed, detailed and specified by Barry Hipwell. We have a
network of contract CAD and design technicians and specialist sub-contractors, such as site investigation specialists
and drains testing companies, upon whom we may call, dependent on the requirements of a project, all of whom will work
under our direction.
Giving your instructions
It is helpful if you can provide as much information as you are able to, from the outset. From this, we will be able to
provide you with an accurate assessment of the scope of our involvement, the fees we will charge and the length of time
it will take. Please advise us, as soon as possible, where it is necessary to revise our Conditions of Appointment.
Upon instruction, we will issue a Conditions of Appointment letter, accompanied by these Guidance Notes. Before we carry
out any work, we will usually require you to sign a copy and return it to us.
There may be times when our urgent involvement is required, in which case we will commence work before receipt of a signed
Terms of Appointment; however, this will be on the basis that the terms and content of this is accepted by you.
Should you subsequently decide that you do not wish for us to act further for you, we will submit a fee account to you
for our time charges to that point.
Storage copyright and transfer
Our project files are stored in perpetuity. If you require copies of any documentation in the future, we may charge a
document search fee, reproduction and postage costs.
Copyright of all drawings, calculations, reports and other documentation rests with us and your payment of our fees is
a licence to use the information provided by us. It must not be reproduced, copied or otherwise disseminated without
our written permission.
In instances where the transfer of documents is subsequently required to be made to the name of a third party, for
example, a Certificate of Structural Adequacy for mortgage lending purposes, we will charge a fee for the transfer and
any other involvement, such as a site visit and inspection.
Handling complaints
As a professional company, we do want to handle any problems or difficulties quickly and efficiently. In so doing, we will
try to prevent any misunderstandings becoming a matter of serious dispute.
If you have a problem, you should, in the first instance, give details in writing to us. Alternatively, you may wish to
send your complaint via email to mail@hipwellconsulting.com.
Your complaint will be acknowledged within 7 working days and you will be provided with a full reply as soon as
possible.
This procedure is not intended to restrict the right of any client to refer the matter to, or seek advice from a
third party, if it is felt by the client that this is the most appropriate step to take.
