landlordelectricalsafetycertificate.co.uk

Our policies

Complaints Policy

How to complain, what we will do about it, and how long each stage takes.

If our work or our conduct has fallen short, we want to hear about it directly and fix it. This policy sets out a route with names, timescales and an escalation path.

What you can complain about

Anything: the standard of an inspection, the accuracy or clarity of a report, a missed or late appointment, the way you were treated, a price you consider unfair, or how we handled your personal data.

Stage one — tell us

Call 020 3386 1854, email [GENERAL ENQUIRY EMAIL], or write to us at [REGISTERED ADDRESS]. Give us the property address, the date of the visit and the report reference if you have one, and tell us what outcome you are looking for.

  • We acknowledge within two working days.
  • We give a substantive reply within ten working days. If the matter needs a return visit or a second opinion and will take longer, we tell you why and give you a date.

Stage two — review

If our reply does not resolve it, ask for the complaint to be reviewed. It is then looked at by someone who was not involved in the original job, including the inspection records and the electrician’s account. We reply within fifteen working days of your request with our final position.

Stage three — outside us

If you are still not satisfied, you are not stuck with our answer:

  • Our competent person scheme. Our registration is [SCHEME NAME AND REGISTRATION NUMBER]. Schemes such as NICEIC and NAPIT operate their own complaints and, where applicable, workmanship guarantee procedures for work notified through them.
  • Your local authority. Where the complaint concerns a landlord’s duties under the Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020, the local housing authority is the enforcing body.
  • Trading Standards, via the Citizens Advice consumer service on 0808 223 1133.
  • The Information Commissioner’s Office, for anything about personal data — ico.org.uk.
  • Alternative dispute resolution. [ADR PROVIDER, IF A MEMBER — otherwise state that none applies.]

What we do with complaints

We keep a record of every complaint, what caused it and what we changed. Where a complaint reveals a fault in how we inspect, report or communicate, we change the process, not just the individual outcome. Complaint records are kept for six years and are not used for any other purpose.

If we got a report wrong

Where a complaint shows a report contains an error, we correct and reissue it at our cost and tell anyone we sent the original to. See the Corrections Policy.

Contact

If you have a question about this policy, or you want to exercise a right set out in it, reach us on 020 3386 1854, by email at [GENERAL ENQUIRY EMAIL], or through the enquiry form. We aim to acknowledge within two working days.

Last updated 9 September 2026

This page is general information, not legal advice. It has not been reviewed by a solicitor.