Complaints

Alpha Energy Assessments Complaints Procedure

Alpha Energy Assessments operates an escalating complaints procedure in order to resolve matters to the satisfaction of all parties.

Initial Complaints Procedure

It is often much more productive to address complaints in an informal manner, by discussing issues and working together to achieve a mutually satisfactory
outcome. In order to facilitate this process Alpha Energy Assessments encourages direct feedback by telephone to the primary contact 07951477732 or by e-mail to alpha-energy@hotmail.co.uk.

In order to help the primary contact to handle your complaint please ensure that you are able to supply the following information: -

1. Date and time of work carried out
2. Property Details
3. Contact details including address, telephone, email
4. Name of individual (if the complaint relates to a specific person)
5. Nature of complaint
6. Brief outline of complaint
7. Required outcome

The primary contact will do one of two things: -

1. Handle the complaint directly with you over the phone.

2. If He/She is unable handle the complaint because further information is required, for example, site notes, pictures, reports etc. He or she will take all relevant information from you and arrange to
call you back at a convenient time.

Formal Complaints Procedure

Should the initial complaints procedure highlighted above not resolve the complaint to the satisfaction of both parties then the formal complaint process will come in to operation. The formal complaint process involves the complainant issuing Alpha Energy Assessments with a written complaint to be returned by mail signed to the address below:

Alpha Energy Assessments
188 Moor Road
Papplewick
Notts
NG15 8EQ

On receipt of this document the following procedure will be taken: -

1. The complaint will be allocated to a specific individual.

2. Alpha Energy Assessments will respond to all complaints, in writing, within 5 working days of receipt of a complaint. A formal letter of acknowledgment will be sent acknowledging the receipt
of the compliant form.

3. Alpha Energy Assessments will respond with a solution within 21 working days and provide sufficient detail as to how they have arrived at their decision

Taking matters further

If the matter has still not been resolved to the satisfaction of both parties then the matter must be taken up with the Accreditation Body. The address is as follows:

SAVA/NHER
National Energy Centre
Davy Avenue
Knowlhill
Milton Keynes
MK5 8NA
TEL: 01908 672787

Please note, you will not be deprived of their legal rights at any time.

The Accreditation Scheme would contact an independent intermediary / arbitration service, this service would then seek to solve the matter, as a member of the scheme Alpha Energy Assessments will co-operate fully with the independent intermediary / arbitration service adopted by the scheme.
Any complaint will be reported to the Accreditation scheme with details of the outcome.

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