Complaints procedure

If you are unhappy with any aspect of our service, please let Gavin know. We will take your concerns seriously and aim to resolve them fairly.

How to raise a complaint

Email gavin@cornwallenergysurveys.co.uk or call 07739 510338. Please raise the issue as soon as possible, ideally within 12 months of the service.

Include your name and contact details, the property address, the service provided, a description of the issue and any supporting information.

What happens next

We will acknowledge your complaint within three working days. We will review the details and may contact you for further information.

We will provide a written response within 28 days of acknowledgement. If additional time is needed, we will keep you informed. We aim to resolve complaints fairly and amicably.

If the issue remains unresolved

For an EPC or accredited assessment, you may be able to refer an unresolved complaint to the relevant accreditation scheme. Your EPC identifies the scheme used for that certificate. Gavin can confirm the appropriate scheme and provide its contact details.

Domestic EPC accreditation is held with Elmhurst Energy and ECMK. Commercial EPC accreditation is with ECMK, and Legionella risk assessment accreditation is with Elmhurst Energy. The appropriate complaints route depends on the service and scheme used.

Keep the assessor name or accreditation number, EPC or report reference, assessment date and copies of correspondence available. These may be needed when referring a complaint.

Your rights

This complaints procedure does not affect your statutory consumer rights.