All complaints received by Quidos will be dealt with promptly and professionally. We will endeavour to both understand the cause of the complaint and investigate and report on the validity of the complaint made.
Quidos will deal with complaints directly from assessors, members of the public, or other statutory bodies, as established in the Quidos code of conduct. Where possible we advise that in the first instance customers should try to resolve their complaint by following the energy assessor’s complaints process.
Complaints can be reported by telephone or in writing (incl. email) to Quidos. All complaints received will be recorded by Quidos.
Quidos aim to respond to all complaints within 3 working days of receipt. The initial response will aim to resolve the complaint where possible. However, we may request an additional 7 days period to allow additional time to review and investigate the complaint. A formal resolution will be undertaken and reported back to all relevant parties.
If the complaint cannot be resolved within the initial response period, Quidos will advise of an estimated length of time to resolve the complaint. Those complaints which cannot be resolved to the mutual satisfaction of all parties will be passed to Quidos’ governing body for independent review.
The Quidos complaints procedure is accessible and available at no cost to the complainant.
All complaints received will not affect the statutory rights of the client or homeowner at any stage of the complaint process.
8 North Parade Buildings
Bath, BA1 1NS