At Myler EPC & Retrofit Ltd, we are committed to delivering exceptional customer service. We recognise that sometimes things don’t go as planned, and we want to ensure your concerns are addressed. This document outlines our complaint process, which is designed to help us assist you effectively.
We take every complaint seriously and will handle your concerns with the utmost care and confidentiality. Your feedback is important to us, and we appreciate the opportunity to improve our services.
Myler EPC & Retrofit Ltd
07821 211237
rob@mylerepc.com
Contacting us
The quickest and easiest way to resolve your complaint is to call us at the number above. If you prefer to write, you can reach us via email using the contact details provided.
If you would prefer to discuss your complaint in person this can be arranged via any of the methods above and a time can be mutually agreed between both parties.
Information we need from you
To help us investigate your complaint effectively, please provide the following information:
- Your name and contact information.
- EPC certificate number or Property Address.
- A description of your complaint, including any evidence which may support your concerns.
Dealing with the Complaint
Myler EPC & Retrofit Ltd aims to respond to a complaint within 3 working days of receipt. The initial response will confirm receipt and allow for a 7-day holding period to fully investigate the complaint.
A formal resolution will be undertaken and reported back to all relevant parties within 10 working days from receipt of the initial complaint.
If a resolution cannot be reached within the initial timeframe, Myler EPC & Retrofit Ltd will provide the complainant with an estimate of the time required to resolve the complaint.
Complaint Escalation
If the customer finds the resolution unsatisfactory, they may raise the complaint directly with the accreditation scheme (Elmhurst Energy).
Myler EPC & Retrofit Ltd assessors are accredited through Elmhurst Energy and a copy of their complaints procedure can be issued upon request.
The complaint will then be dealt with in line with the accreditation scheme’s complaint procedure.
Non-Resolved Complaints
If a satisfactory outcome cannot be reached by the accreditation scheme this will be escalated through an internal appeals process.
Record Keeping
All records of complaints, disputes and outcomes will be maintained for a minimum of 7 years by Myler EPC & Retrofit Ltd. Outcomes will only be made available to the relevant parties.