1. Purpose EPC Hub is committed to providing a high-quality service. Complaints are treated seriously and as opportunities to improve.
2. Scope of Complaints This procedure applies only to EPC Hub’s services. It does not cover disputes between customers and assessors, which must be handled directly or via the assessor’s accreditation body.
3. Stages of the Procedure Stage 1: Informal Resolution – We encourage users to raise issues informally first. Stage 2: Formal Complaint – If unresolved, users may submit a written complaint. Stage 3: Escalation – If dissatisfied, the complaint may be escalated to EPC Hub’s Managing Director.
4. How to Make a Complaint Complaints may be submitted by: - Email: support@epchub.org - Online: via the EPC Hub contact form.
5. Information Required Full name and contact details. Clear description of the issue. Supporting evidence (e.g., booking reference, assessor details).
6. Timeframe Complaints must be raised within 6 months of the issue. EPC Hub may decline to investigate older complaints.
7. Acknowledgement & Investigation Complaints acknowledged within 5 working days. Investigations normally completed within 28 days, with interim updates for complex matters. EPC Hub may extend timelines for regulatory or legal issues. Complaints will be triaged (e.g., urgent safety issues prioritised).
8. Outcome A written response will outline findings and any corrective measures. Outcomes may include training, feedback, or system changes, but not automatic refunds or compensation. Only one appeal/escalation is permitted. EPC Hub’s decision is final, subject to statutory rights.
9. Evidence Requirement Complaints must be supported by evidence. Unsupported claims may be dismissed.
10. User Conduct Clause Complaints must be made respectfully. EPC Hub may refuse service to complainants who are abusive or threatening.
11. Vexatious or Abusive Complaints EPC Hub may refuse to investigate repetitive, malicious, or bad-faith complaints.
12. Exclusions This procedure is not a substitute for legal action or statutory consumer rights. Complaints cannot be made on behalf of others (no group complaints). Anonymous complaints may be reviewed but investigated only if sufficient evidence exists.
13. Confidentiality & Record Retention Complaints will be treated confidentially, but may be disclosed to regulators, accreditation bodies, or authorities. EPC Hub maintains a secure complaints log for audit and compliance. Records will be retained for 3 years, or longer where needed for litigation or defence.
14. Alternative Dispute Resolution (ADR) EPC Hub may propose ADR or mediation, and may use a recognised mediation partner or trade body.
15. Accessibility Commitment The complaints process will be available in alternative formats (e.g., large print, accessible formats) on request.
16. Complaint Costs EPC Hub does not reimburse costs incurred in submitting a complaint (e.g., postage, legal fees).
17. Escalation to Regulator If a complaint relates to an accredited assessor, complainants should contact the assessor’s accreditation body.
18. Independent Review At EPC Hub’s discretion, complex or high-impact complaints may be referred to an independent advisor.
19. Continuous Improvement & Reporting EPC Hub tracks and reviews complaints quarterly and reports trends to directors. Complaints data will inform staff training. EPC Hub may invite user feedback on the complaints process itself. The procedure will be reviewed annually for effectiveness.
