Complaints Procedure
Daring Energy Surveys Ltd is committed to providing a professional, reliable and friendly service. We recognise that occasionally something may not go as expected. If you are unhappy with any aspect of our service, we encourage you to contact us so that we have an opportunity to investigate and resolve the matter.
Making a complaint will not affect your statutory rights.
1. How to Make a Complaint
Please contact us using either of the following methods:
Email: info@daringenergysurveys.co.uk
Post:
Daring Energy Surveys Ltd
Please provide as much information as reasonably possible, including:
- Your name
- Property address
- Your contact details
- The service provided
- Date of the assessment, where applicable
- Details of your concern
- Any relevant photographs or supporting documents
- What you would like us to do to resolve the matter
You do not need to use formal or legal language when making a complaint.
2. Acknowledgement
We aim to acknowledge your complaint within 5 working days.
We will confirm that your complaint has been received and let you know if we require any additional information.
3. Investigation
Your complaint will be reviewed fairly and objectively.
Depending on the nature of the complaint, we may:
- Review assessment notes
- Review photographs and assessment evidence
- Review correspondence
- Review the relevant report or certificate
- Ask you for additional information
- Contact relevant parties where appropriate
- Consider whether a further visit to the property is necessary
Information relating to your complaint will be handled in accordance with our Privacy Policy.
4. Our Response
We aim to provide a full response within 20 working days of receiving your complaint.
If the matter is particularly complex and requires additional time, we will explain this and provide an update.
Our response will normally explain:
- What we have investigated
- Our findings
- Whether your complaint has been upheld
- Any action we propose to take
- Any further steps available to you
5. Resolving Your Complaint
Depending on the circumstances, appropriate resolutions may include:
- Providing further information or explanation
- Correcting an administrative error
- Amending a report where appropriate and permitted
- Carrying out a further inspection
- Re-performing part of the service
- Providing an appropriate full or partial refund
- Taking steps to prevent a similar issue occurring again
The appropriate resolution will depend upon the individual circumstances.
6. EPC Complaints
Daring Energy Surveys Ltd's Domestic Energy Assessments are undertaken by a Domestic Energy Assessor accredited through Quidos.
Quidos Accreditation No.: QUID201909
If your complaint relates to an Energy Performance Certificate, we will first investigate the matter through our internal complaints procedure.
If your complaint cannot be resolved, you may be able to refer the matter to Quidos in accordance with its applicable complaints process.
We will provide appropriate information about escalation where required.
7. Floor Plan and Legionella Complaints
Complaints relating to floor plans, Legionella risk assessments or our other services will initially be handled directly by Daring Energy Surveys Ltd.
Where an external professional, regulatory or alternative dispute resolution process applies to a particular service, we will provide appropriate information where required.
8. If You Remain Dissatisfied
If you remain dissatisfied after receiving our response, please contact us explaining which aspects of the response you disagree with.
We will consider whether a further review is appropriate.
Where a relevant accreditation scheme, regulator or other external complaints route applies, we will explain the appropriate next steps.
Nothing within this procedure affects your statutory rights or your ability to seek independent advice.
9. Data Protection Complaints
If your complaint concerns the collection, storage or use of your personal information, please contact:
info@daringenergysurveys.co.uk
We will investigate your concern in accordance with our Privacy Policy and applicable UK data protection legislation.
You also have the right to raise a data protection complaint with the Information Commissioner's Office (ICO).
10. Our Commitment
We treat complaints as an opportunity to improve our services.
Complaints will be handled fairly, professionally, confidentially where appropriate and as promptly as reasonably possible.
Feedback and complaints may be used to identify improvements to our procedures and customer service.
Contact Details
Daring Energy Surveys Ltd
Email: info@daringenergysurveys.co.uk
Telephone: 07728 816315
Website: www.daringenergysurveys.co.uk
Company Registration No.: 17352391
Quidos Accreditation No.: QUID201909