Consumer Compliance Certificate issues against certass member contractors >

What happens now?

Please contact Certass with your complaint at the below details after reviewing our complaint policy:

FAO: Certass Quality Manager
Certass Ltd
PO BOX 26332
Ayr,
KA7 9BJ
Tel: 01292 292099
Fax: 08450 948 024
Email: [email protected]

Only upon the contractor’s internal complaints procedure having been fully exhausted can any complaint be escalated to Certass for our investigation. The contractor will provide a copy of their complaints procedure to their customers upon request.

My Building Regulation Compliance Certificate (BRCC) and/or Certificate of Conformity (CC) has not been issued.

Where you believe, you should have received a BRCC and/or CC, we will need the following information to investigate the matter on your behalf:

  1. You name and address
  2. Name and address of the contractor
  3. Date the installation was completed
  4. Details of the installation works undertaken

We will fully investigate the matter on receipt of this information, and advise you of our findings either verbally, by email or letter within 10 working days or to advise you if we require additional time to complete our investigations.

Breach of the Building Regulations

Where you believe a member of our Competent Person Scheme has carried out installation work which breaches the Building Regulations we will need the following information to investigate the issue:

  1. Your name and address
  2. Name and address of the contractor
  3. Date the installation was completed
  4. Details of the installation works undertaken
  5. Full description of the issues you believe have breached the Building Regulations

We will fully investigate the matter on receipt of this information and advise you of our findings either verbally, by email or letter within 15 working days or to advise you if we require additional time to complete our investigations and we may need to carry out an inspection of the installation works as part of our investigations at a mutually convenient time.

Important Information:

Please note that membership to any of our Certification Schemes is always on a voluntary basis and as such Certass has no legal authority to enforce compliance on the installer. However, non-compliant issues can result in additional monitoring of a contractor’s membership or in extreme cases can result in expulsion from our scheme.

If you are unhappy with how we have dealt with your issue then you may make a complaint against Certass, click here for more details.