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We want to provide the best service we can. We also want to know if things have gone wrong. So if you have a complaint, please inform us immediately, preferably in writing, to:
Surrey Energy Ratings Ltd, 107 Poplar Road, Leatherhead KT22 8SB
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Stage 1
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We will record the details of the complaint, keeping it confidential at all times. We will advise you of the company representative that will investigate your complaint. They will endeavour to reach an agreement with you. If the complaint is regarding the outcome of an energy assessment, we will explain clearly how we reached our results.
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Stage 2
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If you are unhappy with the outcome of Stage 1, the complaint can be escalated to our Accreditation Scheme: HVCA Ltd, Unit 3, 76 Stephensons Way, Formby L37 8EG. You should write to them with full details of your complaint so that it can be fully investigated.
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Stage 3
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If you are still unhappy with the outcome, you can appeal further by contacting the Accrediting Body: Awarding Body of the Built Environment (ABBE), University of Central England, Franchise Street, Perry Barr, Birmingham B42 2SU.
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