who handles it, what happens at each stage, and how quickly we respond.
We would rather hear that something has gone wrong than not hear it. A complaint tells us where our work or our communication has fallen short, and it is the fastest route to putting it right.
This procedure applies to any concern about the service we have provided — the conduct of a visit, the content or clarity of a report, a delay, an invoice, or how someone has been treated. You will not be charged for raising a complaint, and raising one will not affect the service you receive.
You can complain in whichever way is easiest for you:
It helps if you can tell us the property address, the approximate date of the visit or report, what went wrong, and what you would like us to do about it. If you do not have all of that, send what you have — we will ask for the rest.
We will acknowledge your complaint in writing within 5 working days of receiving it, and tell you who is dealing with it.
We will then look into it. That usually means reviewing the report and the site records, speaking to the assessor who attended, and — where it would help — speaking to you to make sure we have understood the concern properly.
We aim to give you a full written response within 20 working days of acknowledging your complaint. If the matter is complex and we need longer, we will tell you before that deadline, explain why, and give you a revised date.
If you are not satisfied with our Stage One response, tell us within 28 days and ask for a Stage Two review. A company director who has not been involved in the matter will review the complaint, our handling of it and our response.
We will write to you with the outcome of that review within 20 working days. That letter is our final response.
Depending on what has gone wrong, the outcome may include:
If we conclude that our work was correct, we will explain why, in plain terms, and set out the evidence we relied on. Disagreeing with a finding is not the same as the finding being wrong — but you are entitled to understand the reasoning behind it.
We keep a record of every complaint, what it concerned, and how it was resolved. We review these records so that recurring problems get fixed at source rather than case by case.
Personal data in a complaint is processed in line with our Privacy Policy Terms of Business Complaints Editorial Policy. We keep complaint records for six years, in line with the limitation period for contractual claims.
Our Stage Two response is our final position. If you remain dissatisfied after that, you retain all of your legal rights, and nothing in this procedure limits them.
Where a complaint concerns a matter that a regulator oversees, you can also raise it directly with them. Depending on the subject that may be your local fire and rescue authority, your local authority's housing or environmental health team, the Health and Safety Executive, or — for Boiler Upgrade Scheme installations — the relevant certification body. We will tell you which body is relevant to your complaint if you ask.
If your complaint is about how we have handled your personal data, you can complain to the Information Commissioner's Office at ico.org.uk.
Eco Assets Manager Ltd · Unit 9, 12–14 Midland Street, Manchester M12 6LB
Telephone: 0330 043 2331 · Email: [email protected]
Registered in England & Wales, company number 14873885.