Complaints Procedure

East Midlands DEA has a formal complaints procedure, in the very unlikely event that a customer (either a Commissioning Agent or Householder) wishes to complain regarding the services, procedures or conduct of East Midlands Domestic Energy Alliance.

East Midlands Domestic Energy Assessors are covered by Professional Indemnity and Public Liability insurance through its accreditation with Elmhurst Energy and QUIDOS.

East Midlands Domestic Energy Assessors are accredited by Elmhurst Energy and QUIDOS who run a robust complaints procedure. If the complaint cannot be resolved locally, then East Midlands Domestic Energy Assessors will refer the matter to EES and QUIDOS.

In the first instance, however, the following Complaints Procedure will be followed:

Customer Complaints Procedure

  • It is the responsibility of East Midlands Domestic Energy Assessors to resolve all complaints about the business
  • Any complaints will be dealt with promptly, effectively and courteously, in accordance with good business practice. A person will be nominated to take overall responsibility for the management of customer complaints.
  • All customer complaints will be recorded.
  • An initial response must be made to any customer complaint within three working days.
  • If it is not possible to resolve a customer complaint within one month of receipt, the customer will be given a written explanation by the business detailing why the complaint has not been resolved and what steps are being taken. In the case of unjustified complaints this may take the form of a full written explanation of the businesses perspective.
  • In exceptional circumstances where it has not been possible to resolve the complaint you may refer the complaint to Elmhurst Energy and QUIDOS or your local Trading Standards to assist in reaching a solution.
  • If a satisfactory conclusion still cannot be reached, the agreement of the customer and the business will be sought for the use of a mutually agreed arbitration scheme e.g. trade association (EES and QUIDOS) or other arbitration schemes, if available, or the Small Claims court service. The business will accept the result of the arbitration.
  • In the case of allegations of improper conduct or acts of negligence, East Midlands Domestic Energy Assessors will immediately report the matter to EES and QUIDOS who will trigger their standard complaints procedure.
  • East Midlands Domestic Energy Assessors will co-operate with the Trading Standards Service or any other intermediary (EES and QUIDOS) consulted by the consumer in an attempt to resolve any complaint.

Mediation

  • If the customer considers the matter is not satisfactorily resolved, then the customer will be given details of a trade association (EES and QUIDOS) or appropriate body for alternative dispute resolution (ADR). East Midlands Domestic Energy Assessors will be responsible for referring the matter to the appropriate body.
  • If a satisfactory conclusion still cannot be reached, the agreement of the customer and the business will be sought for the use of a mutually agreed arbitration scheme. There may be some cost to either/both parties for this service as it would be personally sourced. The business will accept the result of the arbitration. Where not agreed or where not available either party may decide to take the matter to the Small Claims court service.