COMPLAINTS PROCEDURE
ENCALC aims to provide all its customers with the highest possible standard of service and will endeavour to respond to any enquiry or complaint with efficiency, courtesy and fairness.
A complaint is defined as any contact made by a customer or potential customer with ENCALC, the purpose of which is to express dissatisfaction.
HOW TO REGISTER A COMPLAINT
You can register a complaint in person, by telephone or in writing.
1. In Person
If a customer visits ENCALC and registers a complaint in person, a member of our team will initially log the complaint by taking details i.e. name, address, telephone no. and the nature of the complaint. In our experience, most cases are resolved at first contact. However, should further specialist knowledge be required, ENCALC will endeavour to provide an appropriate member of staff who is qualified to answer the complaint at the time of the customer’s first visit.
2. By Telephone
All telephone calls will be answered promptly.
ENCALC aim to answer all calls within 30 seconds. The employee will give their names when answering telephone calls and provide you with a complaint reference number, in order to provide the customer with a helpful point of reference.
3. In Writing
If ENCALC receives a complaint by letter, email for fax, requesting an immediate response, a written acknowledgement will be sent to the customer on the day of receipt. The enquiry or complaint will then be dealt with using the same urgency as the other forms of registration.
Our method of dealing with an enquiry or complaint
Enquiries or complaints are handled by our Customer Service Department and will be rectified as soon as possible. If ENCALC is not responsible for the cause of the complaint, we will endeavour to explain why not and suggest whom the customer should contact for appropriate assistance.
If a complaint requires a site visit or other investigation, ENCALC will aim to provide a full written response within 10 working days.
Further Information
If you are not satisfied with the way the complaint has been handled in the first instance, please register your dissatisfaction with the Manager – who will refer your grievance to our Accreditation Body.
PRIVACY POLICY
All client data and information is treated in the strictest confidence in accordance with the Data Protection Act 1998.
Employees of the company will not at any time disclose any client information to any outside agencies, other than those authorised by the client, nor discuss in any way or express an opinion on anything to do with client details.
Client details are used only for the express purpose of producing an Energy Performance Certificate.
Any information obtained either by observations on site, conversation with the client or other agencies is also treated in the strictest confidence and not disclosed in any way to anyone.
Clients shall be given, upon request in writing, access to any data appertaining to themselves which is held by the company. They will be required to come into the office to be given access, bringing two forms of identification. Data or documentation concerning clients will not leave the office.
Any request for confidential data from outside agencies, i.e. police, will be treated in accordance with the Data Protection Act 1998.
ENCALC employees work within the legislation, guidelines and organisation procedures for the security of information and apply correctly and consistently the relevant security procedures and guidelines for protecting information.
ENCALC employees keep up to date with all relevant legislation concerning the confidentiality of information.
| TERMS & CONDITIONS
ENCALC (henceforth called the company) will perform Domestic Energy Assessments resulting in the production of an Energy Performance Certificate on your property following the terms and conditions laid out below.
Conflicts of Interest
The company cannot undertake any project which constitutes a conflict of interest.
e.g. Properties of family and friends
Where an inducement has been offered
Exclusions
The company cannot undertake projects that fall outside the Methodology of RdSAP (Reduced Data Standard Assessment Procedure)
Examples include Sheltered Housing, Nursing Homes, Multi-occupational Property, Commercial Buildings and properties exceeding 4 stories.
Cancellations
On the rare occasion where the assessment appointment necessitates change the company will endeavour to give ample notice and make all rearrangements to comply with the convenience of the client.
Clients are required to give 48 hours notice of cancellation to receive a refund of fees, otherwise any fees paid are non-refundable.
Abuse
Any kind of verbal or physical abuse of the Assessor is treated with zero tolerance by the company. The assessment would cease immediately and appropriate legal action would be taken.
The Assessment
The company representative will take external photographs of your property and so will require access to all areas.
The internal assessment will consist of measurements to all rooms, access to the loft area, photographs of heating appliances and controls, access to any manuals available for the heating appliances and controls and verbal communication with the client regarding dates of installation, dates of build for any extensions etc.
The company representative will endeavour to cause as little disruption to the household as possible.
The Energy Performance Certificate
The company will provide the client with the Energy Performance Certificate on their property within 3 working days of the completion of the Domestic Energy Assessment.
The Certificate will provide the client with information regarding the overall energy efficiency of their home. Also the home’s impact on the environment based on the CO2 (Carbon Dioxide) emissions. It will table the current energy used and give an improvement potential based on various changes recommended by the Assessor.
It will table lower and higher cost measures the client may implement and show savings predicted if these measures are put in place.
The company Assessor will be on hand to discuss and give full explanation of the Energy Performance Certificate in detail should the client request this.
Confidentiality
All client information is kept confidential in accordance with the Data Protection Act 1998.
Complaints
All complaints will be handled following our Complaints Policy. We will treat all complaints with politeness and prompt action.
Fees & Payment Terms
ENCALC will carry out a Domestic Energy Assessment on your property resulting in the production of an Energy Performance Certificate. The fee for the assessment will be agreed by the company and the client prior to the assessment.
All fees are payable in advance and are refundable providing 48 hours notice is given to the company prior to the assessment appointment date otherwise fees cannot be refunded.
Receipts will be issued for all payments.
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