If you have a problem, we can help

We are committed to providing products and services to the very highest standards. If you feel that we haven’t lived up to your expectations in any way, we’d like to know so that we can put things right for you. We will always respond to your problem, quickly, and endeavour to resolve it to your satisfaction. If you remain dissatisfied you can take your problem further by following the steps detailed below.

Following our complaints procedure does not affect your legal rights.

Step 1 – Contact us with details of your dissatisfaction

Please inform us of your complaint by telephone, e-mail or letter using the contact details on the ‘Contact Us’ page on this website, indicating how you think the situation can be resolved.

We’ll do all we can to resolve your complaint within ten working days. If we can’t do this, we’ll write to you within ten working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response.

If required a personal meeting can be arranged. It may be necessary to re-visit the premises which is the subject of a Home Condition Report or Energy Assessment.

Step 2 – If you do not believe your problem has been resolved

In the unlikely event that you remain unhappy, you can ask for us to review your complaint. Please contact us as above stating why you believe we have not resolved your complaint to your satisfaction, advising us of any further information you wish us to take into account. We will consider carefully if there is anything further which can be done to resolve your complaint.

Step 3 – Request help from a Professional Regulator (HCR & DEA)

In respect of the production of a Home Condition Report or Energy Performance Certificate, if you are dissatisfied with our response or that of the Home Inspector or Domestic Energy Assessor who inspected the property you can ask their Certification Scheme to help. All HIs and DEAs are a member of a Certification Scheme which has a procedure for dealing with complaints involving any of it’s members. Full HIP will ensure you have the necessary details to proceed with such a complaint which should be considered as an action of last resort.