Our Complaints Policy

Once you submit a complaint, we will send you an email acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a site visit at this stage.

We will record your complaint in our central register. We will investigate your complaint by examining the relevant documents and speaking to the person with responsibility for the work. If we need to arrange a site visit to discuss and hopefully resolve any issues, we would hope to be able to meet with you no longer than 14 days after first receiving your complaint.

Within 2 days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. 

At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways:

• The person dealing with your complaint will review their decision.
• We will arrange for someone who has not been involved in your complaint to review it. 

We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.

The NICEIC is a voluntary certification body who can assess businesses to verify from a technical standpoint if they are competent to undertake the work for which they are certified.

 The NICEIC can help with a complaint if:

• The work carried out does not meet the required standards
• The work was ordered by yourself or you have permission to act on their behalf
• The work has been completed within the last 6 years
• The work has been completed by one of our registered contractors
• If you are willing to allow the contractor to return to the property
• A complaint has already been raised in writing with the contractor

Find out more at www.niceic.com/find-a-contractor/complaints