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Member Complaints Policy

Purpose

The Construction Equipment Association (CEA) is committed to providing a professional and transparent service to all members. This policy sets out how a complaint from a member about another member or the CEA’s services will be handled fairly, promptly and confidentially.

Scope

This policy applies to complaints raised by CEA members in respect of:

  • Another member’s conduct or failure to meet membership obligations; or
  • The CEA’s performance of its membership services.

It does not cover commercial disputes between members (which should be resolved between the parties).

How to make a complaint

A complaint should be submitted in writing to the CEA either by email at info@thecea.org.uk or by post to 1 Bickenhall Mansions, Bickenhall Street, London W1U 6BP. The complaint should include:

  • The complainant’s name and member company.
  • The name of the member or service to which the complaint relates.
  • A clear description of the complaint, dates and supporting evidence.
  • The outcome the complainant is seeking.
Acknowledgement & investigation
  • The CEA will acknowledge receipt of the complaint within five working days.
  • The designated complaints handler will review the complaint to determine whether it falls within scope.
  • If valid, an investigation will be initiated: gathering evidence, asking the respondent member for a response, and reviewing all relevant information.
Resolution & outcome
  • Once investigation is complete, the CEA will communicate its decision in writing to both parties, including any required actions.
  • Possible outcomes may include: finding no breach; asking the member to take corrective action; or, in serious cases, referring to the Board for sanction (including termination of membership).
  • The decision will normally be communicated within 30 working days of acknowledgement unless further time is required (in which case an update will be provided).
Confidentiality

All complaints will be handled with discretion. Details will only be shared with those who need to know. The complainant and respondent should keep information confidential unless agreed otherwise. 

Appeals

If the complainant is dissatisfied with the outcome, they may submit a written request for review to the CEA’s Board within ten working days of receiving the decision. The Board’s decision will be final. 

Monitoring & improvement

The CEA will keep records of complaints, outcomes and lessons learned. The policy will be reviewed annually for effectiveness and updated as required.