Complaints Procedure

The procedure below applies to all disputes and complaints relating to the activities of CIBSE Certification Ltd, or regarding the activities of any person or company certified by CIBSE Certification Ltd.

All disputes and complaints are investigated to ensure that the certification schemes are operating properly and that clients are receiving the appropriate level of service.

Please ensure that you make all complaints in writing and send them to This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Definitions

Disputes
Minor disagreements or misunderstandings that are usually easily remedied by verbal (or short written e.g. email) communication and that cause the minimum of disruption. Disputes may not require investigation, corrective or preventive action.

Complaints
These are more serious events that require investigation and the maintenance of records. All complaints received by CIBSE Low Carbon Energy Assessors must be declared to CIBSE Certification to ensure they have been dealt with appropriately. CIBSE Low Carbon Energy Assessors must maintain a record of all complaints received and deal with them in an effective and efficient manner.

Responsibilities

The Certification Manager is responsible for:

• gathering information pertaining to the dispute or complaint
• carrying out an investigation or delegating investigation to a more appropriate person e.g. a subcontractor
• verification of corrective actions
• determining the proper response to the complainant after consulting and advising others where necessary
• advising the complainant of the outcome of the investigation and any actions taken
• ensuring that any necessary corrective action is taken to prevent reoccurrence e.g. amending the relevant procedure, carrying out training
• reporting on disputes and complaints to the Steering Group and input at the Management Review meetings
• refer any complaints that cannot be resolved by the scheme to the Steering Group to act as an independent third party for a decision; please see CCP 102 Appeals Procedure

Method

Disputes
A log of disputes is maintained by those receiving and dealing with the dispute.

Complaints

• Written - complaints will be copied to the Certification Manager, entered into a Complaints Register and given a unique reference number
• Verbal - will be recorded in writing (on paper, email, etc) and in the Ticketing system and will be forwarded to the Certification Manager, entered into a Complaints Register and given a unique reference number.

Where the complaint involves activity undertaken by a sub-contract organisation the form and relevant correspondence will be forwarded to that organisation for investigation and response. In any case a copy of all complaints information is held by CIBSE Certification Ltd.

The cost of investigating complaints will be passed on to the party complained about if it is upheld but will be bourne by the complainant if the complaint is not upheld.

The complainant will be advised by letter or email acknowledging receipt of the complaint and that the matter is under investigation.

Complainants will not be deprived of their legal rights by participating in the customer complaints process.

Records

All dispute and complaint records are maintained and may be analysed to help preventive action, training needs analysis and other continual improvement initiatives.

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