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How to make a Complaint

We take our assessment procedures very seriously.  Our aim is to ensure installation work is done to the highest industry standards by reputable contractors.

However, should you be in the unfortunate position of needing to make a complaint about one of our contractors, you will find that our complaints resolution process will be equally robust and fair.
  • Read about our complaints resolution process and our code of conduct
  • Gather as much evidence as you can about the work done
  • Fill in our Complaints Form and email it to complaints@certsure.com or alternatively call us on 01582 539036 to discuss your options
  • Once we have received your completed complaints form, you will be contacted by the customer relations team

The complaints resolution process is a 3 step process:

Step 1 - Talk to the Contractor
You should talk to the contractor in the first instance about your concerns to give them a chance to put right any problems or complete work that is unfinished.

All contractors have a comlaints procedure that should be easy to follow; you should put your issues in writing to them as this is their best chance to resolve your complaint at the earliest opportunity
 
We always encourage the consumer and contractor to resolve disputes between themselves, working together to achieve a positive outcome

Where there has been accidental damage to your property or d├ęcor, then you should make a claim through your own household insurance.
 
Step 2 – Talk to us
If you are unable to resolve your complaint with the contractor contact us.  Please have to hand as much relevant information as possible
Our primary concern is ensuring the work carried out meets the required standards. We cannot resolve financial matters or intervene on contractual issues.

Our complaints resolution process is an alternative to litigation. If you have taken legal action we will not be able to assist. 

Step 3 – Our resolution process
Once we have determined that your complaint is within our scope we will contract the contractor on your behalf.

You must be willing to allow the contractor the opportunity to rectify the work on your installation. as outlined in the Consumer Act 2015
 
We will work with you and the contractor to resolve your complaint as quickly as possible. Depending on the nature and size of the installation, this may take some time.
 
If you are unsatisfied with our handling of the complaint once a resolution has been advised, you can write to us at our head office address.