ENERGY ASSESSORS NORTH WEST

“Working for You and the Environment”

COMPLAINTS PROCESS  -

ALL ENERGY PERFORMANCE CERTIFICATES

 

 

Energy Assessors North West will seek to immediately address and resolve any initial complaint by telephone, email or in person. Should you be unhappy with this you should put the complaint in writing within 21 days of the date of the inspection. Energy assessors North West will acknowledge the complaint in writing within  7 days, and make every effort to offer a resolution within say 21 days.

If you should be  dissatisfied with our offer to resolve the matter the complaint will be escalated  to our Accreditation Scheme. You are advised that you can escalate your complaint to the scheme at any time and that this action will not deprive you of your legal rights. Complaints that are escalated to the Scheme are logged by the Scheme and dealt with in accordance with the complaints procedure set out in the Scheme Document and the Scheme Complaints Procedure.

Energy Assessors North West undertake to notify any complaint to the Accreditation Scheme with details of the outcome if they are able to resolve the matter to the satisfaction of the complainant and will keep a history of each complaint in a separate file which can be made available to the scheme on request.

Where this process does not resolve the complaint it will be referred to the Independent Appeal Panel which will consist of three members of the BRE Certification Governing Body or subsidiary Boards who:

                                                        1.  Have not been directly involved in the decision under appeal and

                                                        2. Have no direct interest in the decision.

All complaints will be investigated and dealt with at no cost to the consumer.

 David J. Bamfield-Dillon

 Energy Assessors North West.                                             Telephone 01253 790938

Hunter’s Moon,                                                     

Duck Street,

Pilling PR3 6HN.