Complaints Procedure
At Rushcliffe EPC, we are committed to delivering exceptional customer service. We recognise that sometimes things don’t go as planned, and we want to ensure your concerns are addressed. This document outlines our complaint process, which is designed to help us assist you effectively.
We take every complaint seriously and will handle your concerns with the utmost care and confidentiality. Your feedback is important to us, and we appreciate the opportunity to improve our services.
1
Contact us
The quickest and easiest way to resolve your complaint is to give us a call at the number below. If you prefer to write, you can reach us via email using the contact details provided. We’re here to help!
Rushcliffe EPC
Mobile 07779 029440
Email jpstevenson900@gmail.com
2
Essential Information
To help us investigate your complaint effectively, please provide the following information:
-
Your name and contact information.
-
EPC certificate number or property address
-
A description of your complaint, including any evidence that may support your concerns
3
Dealing with the complaint
Rushcliffe EPC aims to respond to a complaint within three working days of receipt. The initial response will confirm receipt of the complaint and allow for a seven-day holding period to allow additional time to fully investigate the complaint based on the information that has been provided.
A formal resolution will be undertaken and reported back to all relevant parties within 10 working days from receipt of the initial complaint.
If a resolution for the complaint cannot be reached within the initial timeframe, Rushcliffe EPC will provide the complainant with an estimate of the time required to resolve the complaint.
4
Complaint escalation
If upon receiving the complaint resolution from Rushcliffe EPC the customer finds this to be unsatisfactory, the customer can then choose to raise the complaint directly with Rushcliffe EPC's accreditation body, Elmhurst Energy
The complaint will then be dealt with in line with the accreditation body's complaint procedure, which will aim to find a satisfactory resolution to the initial complaint: see Elmhurst Complaints Resolution Process.
5
Record keeping
All records of complaints, disputes and outcomes will be maintained for a minimum of seven years by Rushcliffe EPC. The outcome of the complaints will only be made available to the relative parties.
