Complaints Procedure


In order to help ensure that customers’ complaints are dealt with effectively, professionally and reviewed in order to prevent the complaint from recurring.



To cover all areas where we come into contact with, or carry out work for, prospective or existing customers. The use of the word “customer” in this procedure covers prospective customers as well as those to whom it may be considered that we owe a duty of care.


Revision Date Amendments Made

18/11/2020 Version Control Introduced



Where a customer wishes to make a formal complaint, they shall be requested to set out, in writing, the details of the complaint and address this to our Complaint Handler at


The domestic customer may use a consumer representative or observer to help deal with the complaint. Where this is the case we will co-operate fully with this person;


On receipt of the written complaint, the nominated Complaint Handler shall ensure that the details of the complaint have been entered on the Customer Complaint Record.


The process will include the following:


Details of the complaint shall be entered to the Customer Complaint Record;


The Complaint Handler is responsible for tracking the complaint and uploading any relevant documentation to the Customer Complaint Record;


All complaints shall be acknowledged in writing within no more than three working days of being received by the Complaint Handler;


Where appropriate we will arrange to inspect the customer’s property within seven days of receiving the complaint.


The Complaint Handler, without undue influence from any other person, will decide the most appropriate Detailed Response depending upon the seriousness or urgency of the complaint. This Detailed Response should be provided, in writing, to the customer within thirteen working days of the date of receipt of the formal written complaint and should be a final disposition of the matter;


Where we are not able to provide this Detailed Response within this timescale we will inform the complainant of the new anticipated timescale and the reason for the delay;

If an investigatory visit is required, the Complaint Handler and the complainant will liaise to set up an appointment that is convenient for both parties. Where reasonably practicable this appointment should take place within seven working days of advising the customer of the need of an investigatory visit;



Where an investigatory visit has been required, the Complaint Handler shall endeavour to provide a Final Response, in writing, to the customer within seven working days of the date of carrying out the investigatory visit;

Any required corrective or preventive actions should be transferred to the R02 - Corrective and Preventive Action Record; The details of the complaint and the outcomes will be reviewed during the next Internal Review Meeting.


Alternative Dispute Resolution

In the event that we are unable to resolve any complaint within a reasonable timescale, the Complaint Handler or the complainant may contact our scheme provider and/or Trustmark to arrange for a conciliator/mediator to investigate the complaint and seek to broker an agreed resolution.

If an attempt at conciliation and mediation fails to resolve the complaint/dispute, the customer may, at any time, require that the matter be referred to The Ombudsman with a request for a review or for a formal intervention and a binding decision.

Referral of complaints to The Dispute Resolution Ombudsman

Where a complainant requests The Ombudsman’s involvement in a complaint, we will co-operate with The Ombudsman, his or her officers or any other persons appointed by The Ombudsman to assist and shall participate in any subsequent process and shall abide by the decision of The Ombudsman.