Complaints Policy and Procedure

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1. Policy Statement

Harrison Steel Properties Ltd is committed to providing a high standard of professional Non-Domestic Energy Performance Certificate (EPC) assessment services. We recognise the importance of client feedback, including complaints, and treat them as opportunities to improve our service quality. Our complaints procedure is transparent, responsive, and aligned with the requirements of our accreditation body.

2. Scope

This policy applies to all EPC assessment activities undertaken by Harrison Steel Properties Ltd, and covers complaints relating to:

• The quality or accuracy of an EPC
• Delays or service delivery issues
• Conduct or professionalism of our assessor(s)
• Compliance with industry standards, regulations, or legal requirements

3. Responsibilities

The appointed Non-Domestic Energy Assessor (NDEA) is responsible for:

• Acknowledging, recording, and responding to all complaints
• Conducting fair and impartial investigations
• Attempting to resolve issues at the first point of contact
• Referring unresolved issues to the relevant accreditation body
• Keeping accurate records in accordance with quality assurance and audit requirements

4. Complaints Procedure

Step 1 – Acknowledgement

• Complaints may be submitted verbally, in writing, or by email.
• We will acknowledge your complaint within five working days of receipt.
• A copy of this complaints procedure will be      provided to you.

Step 2 – Investigation

• All relevant documentation, photographs, site notes, and communications will be reviewed.
• The investigation will be conducted fairly and independently.
• Input from third parties may be sought where appropriate.

Step 3 – Response

• A formal written response will be issued within 10 working days of acknowledgement.
• The outcome will include:
  • A summary of findings
  • Any corrective action taken
  • An apology or offer of resolution (if applicable)
  • Details of how to escalate if you remain dissatisfied

Step 4 – Client Feedback

• You will be invited to confirm whether you are satisfied with the resolution.
• If further clarification or additional action is needed, this will be addressed promptly.

Step 5 – Escalation

• If the matter remains unresolved, you will be advised to contact our accreditation body directly.
• Issues involving legal, safety, data protection, or professional conduct may also be reported directly to the relevant authority.

5. Confidentiality and Record Keeping

All complaints will be handled confidentially and in line with the UK GDPR and the Data Protection Act 2018. Detailed records will be retained for audit, compliance, and training purposes.

6. Continuous Improvement

We use complaints as a valuable learning tool to improve our services. Outcomes and lessons learned will be reviewed and, where appropriate, incorporated into staff training and policy updates.

7. Contact for Complaints

Harrison Steel Properties Ltd
FAO: Darren Steel – Non-Domestic Energy Assessor
Sixty Six, North Quay, Great Yarmouth, Norfolk, United Kingdom, NR30 1HE
Email: info@harrisonsteel.co.uk