We have been assessing the technical competence of contractors for over 50 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. The confidence we have in our assessment procedures and our registered contractors led to the introduction of the Platinum Promise.

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.

go to complaints form »

when we can help with your complaint:

  • The work carried out was faulty, dangerous or generally substandard

  • The work has been completed within the last 6 years

  • The work has only been dealt with by one contractor

  • You have already raised the complaint with the contractor

when we cannot help with your complaint:

  • Anything to do with pricing, invoicing, quotes or credit

  • If legal action has already begun 

  • If other contractors have worked on the same installation

  • Accidental property damage as this should be dealt with by your household insurance

how to make a complaint


go to complaints form >