Complaints Handling Procedure

Great lengths have been taken to create a culture within the company, where everyone works for each other in the achievement of our objectives, principally being the delivery of our customer’s requirements accurately first time, on time, every time. To meet these objectives our main criteria is continuous improvement.

All staff and personnel working with our organisation on ECO delivery to include any subcontractors will receive appropriate training, coaching and development to handle complaints, including what we do and how we do it. Refresher training and coaching will be given to keep people up to speed and motivated and inform them of trends and issues identified from a variety of sources. We will make sure they understand what to do if they receive a complaint as we are responsible for the sub-contractors that we employ to complete work.

Overall Scope:

All areas of operation, including complaints received from or via Installers, Assessors, Consumers and third parties and customer guarantee complaints.

Complaints Handling Procedure:

Our aim is to:

  • Ensure customers understand how to make a complaint by putting this information on our website.
  • Ensure consumers have access to a speedy, accessible, clear and user-friendly dispute process, which is free of charge, up to the point of Alternative Dispute Resolution (ADR) and helps to reduce the need for legal action.
  • Nominate one person, Ahmad Jdid, who is responsible for recording all complaints.
  • Help all parties reach an amicable resolution, wherever possible, building increased consumer confidence and improving customer satisfaction. We want to resolve the complaint as swiftly and politely as possible.
  • Ensure staff understand their obligations for the proper management and handling of consumer disputes.
  • Ensure we can deal swiftly with breaches of the Code of Conduct, so that consumer detriment is reduced, and disputes are minimised.
  • Ensure vexatious or unjustified disputes are dealt with efficiently, fairly and firmly.
  • Maintain a responsive, timely, accessible and user-friendly dispute resolution and disputes handling process; operate to timescales and that is free of charge to the consumer up to the point of ADR. All process must consider the requirements of all current and newly updated consumer protection legislation.
  • Provide the same level of co-operation with local consumer advisers, Ofgem, energy suppliers, insurance backed guarantee providers or any other intermediary acting on behalf of a consumer when making a dispute, as we would when dealing directly with the complainant.
  • Co-operate fully with TrustMark on any dispute handling issues and provide related documents and statements upon request. Where it is deemed necessary by TrustMark to commission an independent site visit/survey then we would cooperate fully.
  • Keep a copy of any complaints we receive and have a good system for keeping records compliant with data protection law for at least six years or the duration of any guarantees (whichever I longer).
  • When acting as a Retrofit Installer we take full responsibility for the quality of work, compliance with the Code of Conduct and any other legal requirements in respect of work carried out by our employees and/or sub-contractors.

If things do go wrong, your first step should be to contact London Multi Skills Limited who carried out the works, to give us an opportunity to address your concerns and put things right. If you feel that you have exhausted this process, and cannot agree on a resolution, your next step should be to contact the business Scheme Provider.

Registered Business who carried out the works

London Multi Skills Limited
8a Popin Business Centre
Tel: +44 (0) 203 983 1777

Scheme Provider

British Assessment Bureau Certification
Unit 8
Wembley North East Business & Innovation Centre (BIC)
Sunderland SR5 2TA
Tel: 0191 222 0306

TrustMark License Number: 1796402

Under the TrustMark Framework Operating requirements, Scheme Providers are responsible for the conduct of their members and must do their best to help resolve disputes between businesses and their customers. If the dispute is complex, the Scheme Provider may suggest using an Independent Alternative Dispute Resolution (ADR) provider to help resolve the matter.

TrustMark understand that dealing with disputes can be stressful and their priority is to help consumers achieve fair, timely and cost-effective solutions. Their role is not to investigate specific consumer complaints, but to work closely with Scheme Providers, and their Registered Businesses, to ensure that the correct process and procedures within the TrustMark Scheme have been followed.