Complaints Procedure

• Should a customer have reason to complain this should be notified to me by telephone in the first instance so that it can be resolved amicably in the shortest timescale.

• If I am unable to resolve the complaint in this manner and the customer wishes to take the matter further a written complaint should be submitted to my office address.

• I will respond in writing within 48 hours to acknowledge receipt.

• A further response dealing with the complaint in full will be sent within 28 days.

• If a further inspection of a property is required as a result of a failure on my part I will not make a charge for this inspection.

• If a revised Energy Performance Certificate (EPC) or Home Information Pack (HIP) needs to be produced as a result of a failure on my part I will meet the costs involved.

• All complaints regarding the production of EPCs will be reported to the Accreditation Centre (the body appointed by the Government to supervise the work of Domestic Energy Assessors).

• If I am unable to resolve the complaint to the customers satisfaction the complaint can be referred to a mutually acceptable arbitrator and I will abide by that arbitrator's decision.

• This policy does not restrict your right to take legal advice.