Complaints Handling Procedure (RICS Firm)
As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.
Stage One
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:
Name of contact at firm: Christopher Grant MRICS
Firm name: EPC Choice Limited
Address: 43 East Street, Bromley
Postcode: BR1 1QQ
Telephone number: 0208 522 0001
Email address: [email protected]
Website: www.epcchoice.com
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.
Stage 2 – For complaints related to Energy Assessments requiring Independent Review
(Elmhurst Accreditation)
If you are not satisfied with the outcome of Stage 1, you may escalate your complaint to our accreditation body, Elmhurst Energy Systems Ltd, for independent review. Elmhurst will review complaints from both consumer clients and business-to-business clients.
Address: Unit 16, St Johns Business Park, Lutterworth, LE17 4HB
Telephone: 01455 883 250
Email: [email protected]
Website: www.elmhurstenergy.co.uk
Complaints must be referred to Elmhurst within 12 months of EPC Choice’s final written response and should state the full property address, assessor’s name, and accreditation number.
Stage Two – For complaints related to RICS regulated services and professional conduct
If we are unable to agree on how to resolve your complaint then you can take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:
For Consumer Clients
Address: 100 St Paul’s Churchyard, London EC4M 8BU
Telephone: 020 7536 6116
Email Address: [email protected]
Website: cedr.com/consumer/rics/overview/
For Business-to-Business Clients
Address: 100 St Paul’s Churchyard, London EC4M 8BU
Telephone: 020 7536 6116
Email Address: [email protected]
Website: cedr.com/consumer/rics/overview/