DOMESTIC-ENERGY-ASSESSORS.CO.UK - COMPLAINTS PROCEDURE Should you have a reason to make a complaint, we have implemented the following complaints procedure to help us resolve your grievance and work towards continually improving our professional services. Stage 1. 1. Any complaint against the Company should be addressed in the first instance to the person with whom you have been dealing in respect of the matter giving rise to your complaint. 2. If you cannot obtain an explanation satisfying your complaint within 24 working hours, please do not hesitate to contact the appointed Director listed below. 3. If your complaint has not been resolved at stage 1, or in the event of a complaint being made directly to those named below we will progress as follows. Stage 2. 4. If your complaint was originally made verbally we would be grateful if you could summarise the nature of your grievance in writing to the Director listed below. 5. Once we have received your written summary we will acknowledge receipt in writing, normally within 5 working days to inform you of our understanding of the circumstances leading to your complaint. We may ask for more information regarding these circumstances and we will invite you to make any comments that you may have. 6. We shall continue our investigations into the matter and normally within 15 working days of receipt of your written summary the person dealing with your complaint will write informing you of the outcome of the investigation and let you know what actions have been taken or will be taken. In some instances your complaint may take longer than this to investigate, if so we will write to you to inform you of our progress. 7. If you are dissatisfied with any aspect of our handling of your complaint please contact Mr.A.P.Crossley the Managing Director who will personally conduct a separate review and will contact you within 10 working days to inform you of the conclusions reached by his review. 8. If you remain dissatisfied with any aspect of the handling of the complaint, we will then attempt to resolve it promptly by negotiation. 9. If the complaint has still not been resolved to your satisfaction we will agree its referral to the Domestic Energy Assessors Arbitration Scheme operated by our accreditation body, NHER Accreditation Scheme, National Energy Centre, Davy Avenue, Milton Keynes, MK5 8NA. Tel: 01908 540605, from whom details of the scheme may be obtained. Business Owners Details Mr. A.P.Crossley, 66-68 Kingsland Road, London E2 8DP CONTACT US ©copyright 2008 stanor ltd