Part 4: Higher-risk buildings Engagement with residents etc Section 93: Complaints procedure operated by principal accountable person Effect
This section requires the Principal Accountable Person to establish and operate a complaints system for the investigation of relevant complaints.
	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 or the performance by an Accountable Person for the building of any duty under Part 4 of the or regulations made under it.
	More detail on the requirements of the complaints system will be set out in secondary legislation, such as, but not limited to, how a complaint can be made, the way in which complaints must be handled and investigated and how a complaint can be escalated to the regulator.
	Though the requirement for establishing and operating the complaints procedure sits with the Principal Accountable Person, in buildings managed by multiple Accountable Persons, we expect each Accountable Person to work with the Principal Accountable Person where necessary. Accountable Persons will be responsible for putting right any issues relating to the performance of their building safety duties or issues in the part of the building they are responsible for.