Compliance with auditing and monitoring requirements of the Regulatory bodies
These terms imply that all works will be carried out in accordance with the Monitoring and Auditing Requirements of the Certification Schemes of which the Energy Assessor is a member and bound by their Professional Code of Conduct.
Customer Service Statement
If you have a problem, we can help. We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to resolve the problem quickly and to your satisfaction. If you are unhappy with our response, you can take your complaint further through our complaints procedure.
Where to first make your complaint. We aim to resolve your concerns within 10 working days. Sometimes it may take longer to look into the matter fully. If that happens we will let you know within 10 working days who will reply and when.
You can contact us in any of the following ways to let us know of the problem:
Telephone us on; 07912159195
Write to us at; Customer Services, Energy Saving Experts Ltd, First Floor Office, 28 Silver Street, Bradford on Avon,Wiltshire,BA15 1JY
We will then look into and respond to your concerns and reply within 10 working days.
If you are still not happy. In the unlikely event that you remain unhappy, you can ask for us to review your complaint. If you are still not satisfied after the review, you can, at this stage, ask the appropriate Energy Assessor Certification Scheme, to help. We will advise you which scheme is relevant to your complaint.
Our company supports fully and is a member of the NHER.
Following the Energy Saving Experts Ltd complaints procedure does not affect your legal rights.
If you feel that the complaint has not been satisfactorily dealt with in the procedures laid down in our company complaints procedure you may send your complaint to the appropriate Certification Schemes. The scheme will check your complaint and will then pass it to an independent Disciplinary Panel who is entirely independent mediation and adjudication services. This service will consider your complaint and decide whether to take action against the Energy Assessor as a result. The Energy Assessor can be ordered to undertake various actions, including if appropriate, paying you compensation. Please be aware that the existence of this process does not prevent you from pursuing a complaint through the courts and as such does not affect your existing legal rights.