Unhappy with a Simply certified Business?

From time to time, there may be an issue with one of our customers after speaking direct with the company.

If the company is one of our certified customers, you can report the issue to ourselves.

NOTIFY US OF YOUR COMPLAINT

Our complaints process

The Process

  • Complete our online complaint form.

  • The complaint will be logged onto our system and you will receive and email within 48 hours acknowledging receipt.

  • We will contact the installation company direct with the information provided on the form.

  • The installation company is given 28 days to come back with an answer to the issue.

  • We usually find that this is enough to resolve this particular issue.

    The information of the complaint will also be fed into our ongoing surveillance programme with the installer so a check will be picked up at the next assessment.

  • If all the above steps have been exhausted and you are still not satisfied with the outcome, you can then escalate to the Dispute Resolution Ombudsman (DRO).

Our role

We are a certification body that assesses organisations to determine if they meet the required standards.

We are not a consumer protection organisation therefore are not able to enforce compensation.

Our role is to assess our customers (certified businesses) against a set of standards utilising scheme frameworks. If we find that they are not complying during our assessments we inform them that they have non-conformances and they need to show evidence to us that they have addressed them to retain certification.

In the instance where a complaint has arisen, we ensure that the installation company has had a chance to address this appropriately.

Unfortunately in the rare cases where the complaint can’t be resolved following this stage in the process, there is an opportunity to escalate further as detailed in the process above.

Communication with Simply Certification

All complaints of this nature will be dealt with via our form and email only (installercomplaints@simplycertification.co.uk) to ensure all information is recorded to prevent any misinterpretation.

To make a complaint, complete the form below:

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