NergyCert’s Complaints Procedure

 Handling Customer Complaints

 1.1.    This policy will be based upon a process of escalation, commencing with attempts to resolve the issue at DEA level, then escalation to the Accreditation Scheme (AS). The AS acts as an independent third party to the contract existing between customer the DEA and Quidos.

1.2.    The total process of Customer complaints handling will not impose any form of cost on the complainant. Overall complaints related costs will be borne by the DEA or Quidos.

1.3.    When a customer first complains the DEA will attempt to resolve the matter easily and quickly.  If this is not possible then the complaint will be passed to Quidos as well as all records of the complaint for them to try to resolve.

1.4.    When a Customer complaint is received, and properly recorded, Quidos will FORMALLY notify the complainant of their rights under the Customer complaints policy. The policy must make it clear that it does not in any way prevent a complainant from following their normal recourse to Law.

1.5.    The customer reserves the right to complain to Quidos directly. Quidos will then inform the DEA. Quidos will then take all possible actions to resolve the complaint.

1.6.    If Quidos cannot resolve this matter it will be escalated to the AS Management who will be compelled to conduct an enquiry after agreeing a deadline date.

1.7.    If a Customer complaint is received directly by the AS, the complaint will be passed to Quidos for resolution. The only exception to this process is if the complaint concerns a possible criminal offence, in which case the AS will notify the Police; and Quidos.

1.8.    The complaints procedure of Quidos can be requested by a customer and will be forwarded immediately.