Dated: 6 December 2007
DOMESTIC ENERGY ASSESSOR COMPLAINTS PROCEDURE FOR:
Nicholas J Hunter BEng(Hons) DipDEA
I take customer complaints very seriously. It is my intention that I will provide a first class
service to customers. If, for any reason, you have cause to complain, then this is the procedure
that I will follow in dealing with that complaint.
1. In the first instance, you should contact Nick Hunter, at the address below.
2. Where contact is initially made orally, you will be asked to put the matter in writing,
summarising the grounds for your complaint.
3. When I have received your written summary of the complaint, I will reply in writing within
seven days to inform you of our understanding of the circumstances leading to the complaint. I
may invite you to make comments in relation to this.
4. Following an investigation into your complaint, which may include a re-inspection, I will write
to you within a further twenty one days informing you of the outcome and advising you what
actions have been or will be taken. At this stage, it may be necessary for me to refer your
complaint to our Professional Indemnity Insurers, who may call for further information. If this is
the case and if it causes delay then I will advise you accordingly.
5. We will notify the Accreditation Scheme of any complaint we receive with details of the
outcome if we were able to resolve the matter to your satisfaction. We will also keep a history of
each complaint which will be made available to the scheme on request.
6. Where this complaints process does not resolve your complaint it will be referred to the
Independent Appeal Panel which will consist of three members of the BRE Certification
Governing Body or subsidiary Boards who:
i) Have not been directly involved in the decision under appeal and
ii) Have no direct interest in the decision.
7. If you remain dissatisfied, I will refer you to the BRE, who will contact an independent
intermediary / arbitration service, this service will then seek to resolve the matter.
8. Any apparent criminal complaint should be reported to the Police and the scheme should be
notified. All complaints should be notified to the Accreditation Scheme with details of the
outcome and additionally all complaints should be suitably recorded and made available to the
scheme on request.
9. All complaints will be investigated and dealt with at no cost to you, you are not deprived of
your legal rights and you may escalate your complaint to the BRE Scheme at any stage.
BRE Acreditation Scheme| BRE| Bucknalls Lane| Garston | Herts | WD25 9XX
N J Hunter | H-Pack | PO Box 1909 | Andover | Hampshire | SP10 9DF
Page1 of 1