Making a Complaint 

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 complaints procedure that should be easy to follow; you should put your issues in writing to them as this is their 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 décor, 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.

We will ask you to complete our complaints form which will guide you through all of the relevant information we will need to conduct a review.

What type of complaints are within our scope?

Most concerns are within our scope to assist with, the criteria below explains the circumstances where we are unable to help

1) The work in question should not be older than six years

2) The work should be finished and be in a position to be certified as complete

3) The work should not have been altered by other contractors

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.

On occasion, we may need to inspect the work in question with the contractor. Should this be the case we will arrange a convenient times and date with you.

It is unusual, but should the contractor not honour their obligations then we will appoint another at no extra cost to you.

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.

Submitting your complaint

We will contact you via email and telephone, so please make sure these are correct. 

Your details

Has a complaint been raised with the NICEIC registered company in writing? *
Has the work been completed? *
Has the work been completed less than six years ago? *
Is the company registered with NICEIC for this type of work? *
Is the complaint solely related to the standard of work undertaken? *
Can evidence be provided that the company undertook the work? *
Only the NICEIC registered company has worked on the complaint *
Please note: if you have answered no to any of the above NICEIC will not be able to accept your complaint.

NICEIC Registered Company Details

Complaint Details

Further details about your complaint

When was the installation completed? *
Do you have a specification or drawing for the work? *
Is the installation available for inspection by NICEIC? *
Please describe the work you have requested and why it is unsafe or unsatisfactory *

Please attach any documentation that will support your complaint.

Good examples include work specifications, contracts, commissioning or electrical certification, invoices and building control certificates.

N.B. Only the following document types are allowed: Ms-Word, Adobe PDF, JPEG Images & Plain Text Files.
Each individual document must be no more than 7mb in size.

Terms and Conditions

  1. I have read the separate The NICEIC Complaints Procedure
    (click here to view)
  2. I am willing and able to allow the NICEIC registered company named in Section B to be present at any inspection(s) carried out by the NICEIC. I also agree to arrange access for such inspection(s) if required to do so.
  3. I am willing and able to allow the NICEIC registered company named at Section B reasonable access to carry out any necessary remedial works. I also agree to arrange access if required to do so.
  4. I am not planning to undertake or in the progress of undertaking litigation against the company.
  5. I give/have obtained permission for the installation to be inspected and for any necessary remedial work to be carried out.
  6. To the best of my knowledge and belief the details given on this form are complete and correct, and I request the NICEIC to investigate my complaint.
  7. I agree to follow the NICEIC Consumer Code of Conduct
    (click here to view)
I agree to the terms and conditions listed above. *
* Denotes compulsory field
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