how to make a complaint

We have been assessing the technical competence of contractors for over 60 years and 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.

The complaints resolution process is a 3 step process:

  1. Talk to the contractor - always raise your concerns with the contractor first to give them an opportunity to resolve the problem.
  2. Talk to us - if you cannot resolve the problem with the contractor, contact us. We will need you to supply details of your complaint for us to review.
  3. Our resolution process - will be activated for complaints that are within our scope.

For more information about each of these stages, please click here for more details.

when we can help with your complaint:

  • The work carried out does not meet the required standards
  • The work was ordered by yourself or you have permission to act on their behalf
  • The work has been completed within the last 6 years

  • The work has been completed by one of our registered contractors

  • A complaint has already been raised with the contractor

when we cannot help with your complaint:

  • If you are unwilling to allow the contractor to return to the property
  • Anything to do with pricing, invoicing, quotes, credits or product related faults
  • If legal action has already begun 

  • If other contractors have worked on the same installation (excluding making safe)

  • Accidental property damage as this should be dealt with by your household insurance
  • Completing unfinished contracted work