Complaints procedure

We want every report and certificate we issue to be right. If something has gone wrong, tell us. We'll look into it properly and put it right. This page explains how to raise a complaint, what we need from you and how long each step takes.

How to raise a complaint

Email [email protected] with "Complaint" and the property address in the subject line. You can also WhatsApp us on 07928 053322 or call 020 4610 0840. If you'd rather talk it through face to face or on a video call, tell us and we'll agree a time.

Complaints are handled by our founder, Behdad Yazdani.

What we need from you

• Your name and contact details
• The certificate or report reference number, or the property address
• What the problem is, and what you'd like us to do about it
• Any evidence that supports your complaint, such as photos, documents, invoices or emails

What happens next

• Within 3 working days: we confirm we've received your complaint and tell you who is dealing with it.
• Within 10 working days: we send you a written response with what we found, whether we got anything wrong and what we'll do about it.
• If we need longer: for example to revisit the property, we tell you why before the 10 working days are up and give you a new date.

If we got it wrong

We'll say so, correct the report or certificate, and re-issue or re-lodge it at no cost to you. If the result is correct, we'll explain how it was reached: the evidence we used and the methodology and conventions we have to follow (for example SAP, RdSAP or SBEM).

If you're still not happy

Accreditation schemes expect us to deal with complaints first, so please give us the chance to resolve it. If you're not satisfied with our response, you can take your complaint to the accreditation scheme of the assessor who produced your certificate or report.

• Assessments lodged under our Elmhurst Energy accreditation (membership no. EES/027276): email [email protected] or visit elmhurstenergy.co.uk. We'll send you a copy of Elmhurst's complaints procedure on request.
• Other certificates and reports show the scheme or body the assessor, tester or surveyor is registered with. For EPCs you can also check this on the government EPC register.

The scheme deals with it under its own complaints procedure, and has an appeals process if it can't be resolved there.

Records

We keep a record of every complaint and its outcome for at least 7 years. We only share it with the people involved and, where needed, the accreditation scheme.