Part 4: Higher-risk buildings Engagement with residents etc Section 94: Complaints procedure operated by the regulator Effect
This section requires the Building Safety Regulator to establish and operate a complaints system for the investigation of relevant complaints, as defined in the Act, that are referred to the regulator through the Principal Accountable Person’s complaints procedure or that are made directly to the regulator. Although complaints may be made to the regulator, the onus will always be on the appropriate Accountable Person to put right building safety issues that they are responsible for.
	In establishing or making significant changes to their complaints system the Building Safety Regulator must consult with the Residents’ Panel which will be established as one of the regulator’s Advisory Committees – see section 11 for more detail.
	The Secretary of State may by regulations make provision in relation to the establishment and operation of the regulator’s complaints system.
	A relevant complaint in this section is defined in the Act as a complaint that relates to a building safety risk (as defined in section 62) as regards the building, the performance by an Accountable Person of any duty under Part 4 of the Building Safety Act (or regulations made under it) or the performance by a Special Measures Manager for the building of a function conferred by a special measures order.