Complaints Procedure

We aim to provide a service to our customers of such a high standard that a complaints procedure is completely unnecessary. However, it is probable that occasional events will occur which will leave customers not completely satisfied with the service they have received.

We have initiated a customer feedback system which, it is intended, will enable us to implement improvements to our processes. In the event that you feel the questionnaire is an inadequate method of communicating your concerns, all complaints should be in writing and addressed to:

The Complaints Officer,
Aureus UK Limited
6 Keppel Place
Plymouth
Devon PL2 1AX.

On receipt of a complaint, the Complaints Officer will contact you within 48 working hours to confirm receipt. Depending on the nature of the complaint, he may need to seek clarification or additional information from you.

All complaints received will be investigated and actions taken where appropriate. In addition, it is a responsibility of the company to inform the Domestic Energy Assessor’s (DEA’s) Accreditation Scheme of any complaint we may receive and how we deal with that complaint. Because we have a number of employed and self-employed DEAs and Home Inspectors working for us, their Accreditation Schemes may be different and we will need to notify you of the appropriate Scheme’s contact details at the time of complaint.

You will be notified of the result of the investigation, normally within ten working days of receipt of the complaint but, in rare circumstances, this may take up to eight weeks. Should we expect the investigation to take longer than ten working days, we will notify you of that fact within the ten working day period.

If you are dissatisfied with the decision of the Complaints Officer, you will have the right to refer the matter to the Accreditation Scheme, whose decision will be binding on us. In no way will our Complaints procedure nor the DEA Accreditation Scheme deliberations prevent or obstruct your recourse to Law.