Complaints Procedure

At Cornwall Energy Surveys, we aim to provide a high-quality, professional service at all times. However, if you are unhappy with any aspect of our service, you have the right to raise a complaint and have it handled fairly, transparently, and promptly.

This procedure explains how to raise a complaint, how we will deal with it, and what options are available if the matter cannot be resolved.

HOW TO MAKE A COMPLAINT

Please raise your complaint as soon as possible after the issue arises and ideally within 12 months of the service provided.

You can contact us by:

Email: gavin@cornwallenergysurveys.co.uk

Telephone: 07739 510338

Please include:

– Your name and contact details

– The address of the property involved (if applicable)

– Details of the service provided

– A clear description of the issue

– Any relevant supporting information

WHAT HAPPENS NEXT

1. Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

2. Investigation

We will review the complaint and may contact you for further information.

3. Response

We will provide a written response within 28 days of acknowledgement. If additional time is required, we will keep you informed.

4. Resolution

We will aim to resolve the complaint fairly and amicably.

IF YOU REMAIN DISSATISFIED

If the complaint cannot be resolved, you may escalate it to our accreditation body, Elmhurst Energy Systems Ltd, who operate an independent complaints resolution process.

You may be asked to provide:

– Assessor name and accreditation number

– EPC or report reference number

– Date of assessment

– Copies of correspondence

STATUTORY RIGHTS

This complaints procedure does not affect your statutory consumer rights under UK law.