Complaints

Making a Complaint

If you would like to make a complaint please follow these simple steps to seek a resolution.



1

First Steps

The first stage of any complaint, concerning the actions of one of our Scheme Members, is for you to contact the Stroma Certification Scheme Member directly to try and reach a successful resolution. Under the rules of their certification, the Scheme Member must try and resolve the nature of the complaint with you before it is escalated to Stroma Certification. If the complaint does not relate to the actions of the Scheme Member, please proceed to step 2 in order to submit a complaint to Stroma Certification.

Where the Scheme Member does not respond to your complaint satisfactorily, please proceed to step 2 below and submit a formal complaint to Stroma Certification.

Please note that if the complaint is relating to financial or contractual matters, this is outside of the complaint remit of Stroma Certification. We recommend that you contact one of the third party bodies detailed in Step 3 below. We would also recommend that you take independent legal advice as you may need to make a claim through the small claims courts to retrieve any monies owed to you. Whilst financial matters is not something that Stroma Certification can help with, this does not mean that you cannot contact us if you have additional concerns relating to the Scheme Member.

2

Contact Stroma Certification

If your complaint is not dealt with or resolved directly by the Scheme Member, please submit a formal complaint to the Stroma Certification Complaints Department. You can view details of the Stroma Certification complaints process.

In order to register a complaint with Stroma Certification, this can be completed using one of the following methods:

  1. Online - Complaints and Appeals form.
  2. Email - Submitting an email to certification@stroma.com.
  3. Post - Writing to 4 Pioneer Way, Castleford, West Yorkshire, WF10 5QU.
  4. Telephone - Calling 0345 621 11 11.

Stroma Certification will confirm receipt of your complaint and ensure it is processed in accordance with the Complaints and Appeals Policy requirements. If you need to contact Stroma Certification during the complaint investigation or need to provide evidence to us to support your complaint, please contact us by emailing certification@stroma.com.

3

Additional Support Services

If Stroma Certification are unable to resolve your complaint you may be referred to one of the following bodies. Stroma Certification may also refer the complaint to them as part of the complaint investigation in order for the matter to be fully dealt with.

Citizens Advice

Tel: 03454 04 05 06
Web: citizensadvice.org.uk

Trading Standards

Tel: 03454 04 05 06
Web: tradingstandards.gov.uk

Police

Tel: 101

Additional Contacts

Stroma Certification has also provided these additional contact details that a consumer may wish to contact concerning an outstanding complaint or concern you have in order for it to be resolved.

Microgeneration Certification Scheme (Solar PV, Solar Thermal, Biomass and Heat Pumps):

Green Deal Oversight and Registration Body (Green Deal Installer (GDI) and Green Deal Advice Organisation (GDAO):

Competent Person Scheme:

Group Competence Scheme (GCS Gas Competence Management System)




4 Pioneer Way, Castleford, West Yorkshire, WF10 5QU

T | 0845 621 11 11*

©Stroma Certification Ltd 2017

*Calls cost 7p per minute plus your phone company's network access charge or call 01977 665420.