Complaints Policy and Procedure

The (RECC) Consumer Code sets out the procedure for raising and resolving disputes between Consumers and Code Members. This section of the Code, and the Dispute Resolution Process, sets  out the process which we and the Code Administrator will follow when made aware of a Complaint.All of our staff are aware of our complaints procedure and know what to do if a complaint is received. Our Complaints Policy contained herein is reviewed regularly and updated if necessary.

Complaints will be treated sensitively, confidentially and in accordance with the Scheme Rules and Code of Practice and in line with the General Data Protection Regulation (GDPR).

1 We aim to resolve complaints as quickly as possible and believe that, in most case, complaints can be resolved informally. As such please contact us as soon as possible if you have a grievance. We aim to investigate all complaints fairly, efficiently and within a reasonable timeframe. All complaints will be handled in a consistent manner and always in line with our complaints policy.

We view complaints as positive feedback and, where appropriate, will act constructively to avoid recurrence.

1.1 Complaints can be made verbally (by telephone or by person) and by email or letter. If you contact us by telephone 01245408792 or in person, be sure to make a note of the person you have spoken to.

1.2 Make a note of any resolution offered immediately and whether you are satisfied with the outcome.

1.3 We will ask if you are satisfied with the resolution and if your complaint was handled fairly and appropriately.

1.4 If you are not happy with the resolution offered, then you may make a formal complaint.

Formal Complaint

If, at any time, a dispute arises between you and us that cannot be resolved amicably, and/or if you are not satisfied with how we are handling your complaint, you may refer your case to RECC to  request mediation at any stage (

2 To record a formal complaint you need to submit your complaint in writing and send to 15-17 Russell Way, Chelmsford, Essex, CM1 3AA

2.1 You will receive an acknowledgment within 3 workings days of EPC Improvements Ltd receiving your written formal complaint.

2.2 Please be sure to include your preferred telephone number and email address for follow up by EPC Improvements Ltd, if required to ensure we have fully understood your complaint.

3 Your complaint will be recorded in our complaints’ log and assigned for investigation.

4 You will receive a detailed response within 14 workings days of EPC Improvements Ltd receiving your written formal complaint, unless the investigation takes longer than this; for example if a site visit is required. In any case, you will receive a progress report and an expected date for when you will receive a final reply. This will be no longer than 14 working days later. We will arrange to inspect the system within 24 hours of being notified where you are without heating or hot water as a result of a situation that has led to the Complaint.

5 If you are not satisfied with the resolution offered by us or if you have not received a response from us you can escalate your case to the (RECC) by registering a Complaint.

6 Where the (RECC) determines that the Complaint falls within the remit of the Code and/or the MCS Certification Body has confirmed that its involvement in the technical aspects of a Complaint has concluded, the (RECC) will register and acknowledge the Complaint in accordance with their Dispute Resolution Process and/or Independent Arbitration Service.

7 RECC will facilitate a referral of your case to our nominated dispute resolution provider. We agree, in the event of an unresolvable issue and dispute, we will exclusively attempt to resolve the dispute using the RECC alternative Dispute Resolution Service or Independent Arbitration Service.

8 Any mediation and conciliation is intended to reach a non-legal solution to the dispute in a reasonable timescale. If all avenues have been exhausted and you remain unhappy, you can refer your case to the Ombudsman, who is entirely independent of RECC. In order to contact the Financial Ombudsman Service, you should write to them at Exchange Tower, London, E14 9SR Telephone: 0800 023 4567 Email: Website:

9 An award made under any Independent Arbitration Service or Ombudsman review shall be final and binding on both EPC Improvements Ltd and you, and enforceable. You or us may only challenge it on certain limited grounds under the Arbitration Act 1996.

10 This Contract is subject to the applicable laws of England, Wales, Scotland and Northern Ireland and subject to the agreement of the parties to attempt to resolve a dispute through alternative dispute resolution, the courts of England and Wales shall have exclusive jurisdiction to hear any dispute arising from this Contract.

11 If any court, ombudsman or any other competent authority decides that any aspect of any term of this Contract is invalid or unenforceable, that aspect of that term shall be severed from the Contract and shall have no effect on the remainder of the contract.