Redress Procedure


Eminent Home Inspections Ltd consider customer complaints very seriously. It is our intention that all our employees provide a first class service to customers. If, for any reason, you have cause to complain, then this is the procedure that we will follow in dealing with that complaint.
 
We would seek to address and resolve any initial complaint by telephone, email or in person. If you are unhappy with this we would ask you put the complaint in writing. We will then acknowledge your complaint in writing within 7 days, and we will offer a resolution within 21 days.

 
In the first instance, you should contact the Operations Director of Eminent Home Inspections Ltd, Mr D. Townsend, at the following address; Eminent Home Inspections Ltd., Somerset House, Clarendon Place, Leamington Spa, Warwickshire, CV32 5QN.
 
Where contact is initially made orally, you will be asked to put the matter in writing, summarising the grounds for your complaint. When we have received your written summary of the complaint, we will reply in writing within seven days to inform you of our understanding of the circumstances leading to the complaint. We may invite you to make comments in relation to this.
 
Following an investigation into your complaint, which may include a re-inspection, we will write to you within a further twenty one days informing you of the outcome and advising you what actions have been or will be taken. At this stage, it may be necessary for us to refer your complaint to our Professional Indemnity insurers and Certification Scheme who may call for further information. If this is the case and if it causes delay then we will advise you accordingly.
 
If you are dissatisfied with our offer to resolve the complaint, the complaint will be escalated to the Certification Scheme, please be aware that you can escalate your complaint to the scheme at any time and you are at no time deprived of your legal rights. Complaints that are escalated to the Scheme are logged by the Scheme and dealt with in accordance with the complaints procedure set out in the Scheme Document and the Scheme Complaints Procedure.
 
We will provide the Certification Scheme with full details of all complaints, we will also keep a history of each complaint which will be made available to the scheme on request.
Unresolved complaints will be referred to an Independent Panel for resolution, the Independent Panel will consist of three members of Stroma Certification Ltd who:
  • have not been directly involved in the process and
  • have no direct interest in the decision.
The Independent Panel decision is binding on the Energy Assessor, but not to the complainant, who is still entitled to their legal rights.
 
There will be no cost to the complainant when a complaint is escalated through the Independent Panel.
 
 
Assessor Certification Scheme,
Stroma Certification Ltd,
Unit 4 Pioneer Business Park, Castleford, West Yorkshire, WF10 5QU.  Tel: 0845 621 1111  
 
 
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Eminent Home Inspections Ltd
Somerset House, Clarendon Place, Leamington Spa, CV32 5QN
Telephone: +44 (0) 1926 427788  Fax: +44 (0) 1926 557788
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