Complaints Policy

Complaints Policy – Energy Performance Cert

Last Updated: July 19, 2026

Introduction

At Energy Performance Cert, we aim to provide a professional, reliable, and efficient service for customers booking Energy Performance Certificates (EPCs) and related property energy assessment services.

We understand that, on occasion, you may feel that our service has not met your expectations. This Complaints Policy explains how you can raise a complaint and how we will review and respond to your concerns.

Our Commitment

We are committed to:

• Treating every complaint seriously

• Responding fairly, professionally, and respectfully

• Reviewing concerns promptly

• Communicating clearly throughout the process

• Using customer feedback to improve our services

What This Policy Covers

Complaints may relate to:

• Booking enquiries and communication

• Appointment scheduling

• Customer service

• Information published on our website

• Payment or invoicing concerns

• Delivery of EPC certificates or reports

• General dissatisfaction with our services

How to Make a Complaint

You can contact us using the details below:

Website: https://energyperformancecert.co.uk/

Email: info@energyperformancecert.co.uk

Phone: 020 3386 1854

When submitting a complaint, please include:

• Your full name

• Your contact details

• The property address (where applicable)

• A clear description of your complaint

• Any supporting information or documentation

Providing as much information as possible will help us investigate your concerns more efficiently.

Complaint Handling Process

Step 1 – Acknowledgement

We aim to acknowledge receipt of your complaint within 5 working days.

Step 2 – Review

We will review the information provided and may contact you if additional details are required to investigate your complaint.

Step 3 – Response

We aim to provide a full response within 10–14 working days, where reasonably possible.

If additional time is required, we will keep you informed of our progress.

Step 4 – Resolution

Where appropriate, we may offer:

• Further clarification

• A correction of information

• Additional communication

• A suitable resolution based on the circumstances

Complex Complaints

Some complaints may require additional investigation, consultation with third parties, or the review of supporting documentation.

Where this is necessary, we will keep you updated throughout the process and work to resolve the matter as quickly as reasonably possible.

Feedback and Continuous Improvement

We value customer feedback and use it to improve the quality of our services, communication, website content, and overall customer experience.

Contact Information

Energy Performance Cert

Website: https://energyperformancecert.co.uk/

Email: info@energyperformancecert.co.uk

Phone: 020 3386 1854