We would seek to immediately address and resolve any initial complaint by telephone, email or in person. If you are unhappy
with this we would ask that you please put the complaint in writing. We will then acknowledge your complaint in writing
within 7 days, and we will offer a resolution within say 21 days.
If you are dissatisfied with our offer to resolve the matter, the complaint will be escalated to the Accreditation
Scheme. Please be aware that you can escalate your complaint to the scheme at any time and you are at no time deprived of
their legal rights. Complaints that are escalated to the Scheme are logged by the Scheme and dealt with in accordance with
the complaints procedure set out in the Scheme Document and the Scheme Complaints Procedure.
We will notify the Accreditation Scheme of any complaint we receive with details of the outcome if we were able to resolve
the matter to your satisfaction. We will also keep a history of each complaint which will be made available to the scheme
Where this complaints process does not resolve your complaint it will be referred to the Independent Appeal Panel which
will consist of three members of the Elmhurst Energy Systems Certification Governing Body or subsidiary Boards who:
have not been directly involved in the decision under appeal and
have no direct interest in the decision.
These procedures will be