All registrants are required to undertake specific training and be routinely assessed to be registered with HETAS. This helps us ensure that installers are carrying out safe and compliant installations.
We do however understand that complaints can arise from time to time. Where HETAS investigates a complaint, we are aiming to establish whether the installation meets regulations and is compliant, if any areas of non-compliance are identified, the registrant will be tasked with addressing this. We aim to act in a proportionate, fair and independent manner. Please note we have no legal power to compel either registrants or consumers to act and the HETAS complaints process sits aside of any consumer rights.
To assist, we have broken the process into 3 simple steps;
Note: if your concern relates to the safe operation of your appliance, please refrain from using it until deemed safe by a Competent Person.
Three simple steps to follow
Make sure the installer is aware and allow reasonable timescale for concerns to be resolved.
Contact HETAS for advice and read our helpful Customer Complaints leaflet.
Complete the HETAS Complaints Questionnaire. We will then review in detail and respond to outline the next steps. If you have any questions, or require assistance completing a complaints questionnaire, please don’t hesitate to get in touch at [email protected].
Consumer Complaints Questionnaire
This complaint questionnaire will enable HETAS to appraise any concerns and provide further assistance. There are occasions where the HETAS complaint policy cannot assist. In these cases, we recommend contacting Citizens Advice for further information in relation to your consumer rights.
Complaints Policy
HETAS is concerned with the safety, technical standard and compliance to Building Regulations of the work carried out by its Registrants. Installers are required to undertake specific training and be routinely monitored to be registered with HETAS. This helps us monitor that installers are carrying out safe and compliant installations.
We do however understand that complaints can arise from time to time. Where HETAS investigate a complaint, we are aiming to establish whether the registrant is responsible for leaving a safety or Building Regulations defect and if so, to get that rectified by the registrant concerned. We aim to act in a proportionate, fair and independent manner. We have no legal power to compel either registrants or consumers to act.
Where concerns are raised, we encourage consumers to first discuss the issues directly with the installer. If you still have concerns or where this is not possible (for example where the business is no longer contactable or not responding) please contact us for advice.
If you wish to raise a formal complaint, please read our Consumer Complaints leaflet and Frequently Asked Questions below first to see how we may be able to help. The HETAS Consumer Complaints leaflet gives you an overview of our complaints policy. Click on the image to the left to view it.
For our full complaints policy please click here. For us to investigate a complaint, please complete our complaints questionnaire and sent to us with any supporting documentation.
If you have any questions, or require assistance completing a complaints questionnaire, please don’t hesitate to get in touch at [email protected]
You can contact the HETAS complaints team directly on 01684 278170 (Option 2).
Note: if your concern relates to the safe operation of your appliance, please refrain from using it until deemed safe by a Competent Person.
For our full complaints policy please click here.
If you have any questions or require assistance completing a complaints questionnaire, please don’t hesitate to get in touch at [email protected]
HETAS Contact 01684 278198
Consumer Rights Act 2015
Consumer Rights Act 2015
The Consumer Rights Act came into force on 1 October 2015 and protects you in almost all purchases you make. The Act covers a number of areas, including:
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what should happen when goods are faulty;
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what should happen when digital content is faulty;
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how services should match up to what has been agreed, and what should happen when they do not, or when they are not provided with reasonable care and skill;
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unfair terms in a contract;
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what happens when a business is acting in a way which isn’t competitive;
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written notice for routine inspections by public enforcers, such as Trading Standards; and
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greater flexibility for public enforcers, such as Trading Standards, to respond to breaches of consumer law, such as seeking redress for consumers who have suffered harm.
Further guidance on the Consumer Rights Act can be found on the Citizens Advice website and the Which? website.
Complaints about HETAS
If your complaint relates to a Registered Business or installation, or you are unhappy with a complaint outcome, please contact the HETAS Compliance Team in the first instance; they will be happy to discuss your concerns and aim for resolution.
There may be times when people or organisations feel dissatisfied with the service provided by HETAS or a member of our staff.
Should this matter arise, we would ask that complaints are made in writing and sent via email or post, addressed to the relevant department listed below:
- Registration Schemes and General Operations – Serena Sumner
- Product Approvals and Certifications – Calvin May
- Marketing and Communications – Serena Sumner
- Finance/Accounts – Helen Thomas
- Staff or Policy matters – CEO Bruce Allen
Postal Address: Department Name, HETAS Ltd, Severn House, Unit 5, Newtown Trading Estate, Green Lane, Tewkesbury, GL20 8HD.
- When the appropriate person receives the complaint, it will be given a complaint number and shall be allocated appropriately to a named individual. The complainant will be made aware of these details and at the same time given an indication of how long it will take to investigate and report back to them. It may be necessary to contact the complainant a number of times to ensure that we have all the necessary information and that they are kept up to date.
- On completion of the investigation the manager concerned will contact the complainant and advise them of the outcome. The complainant should be advised that if they are dissatisfied, they can contact the HETAS CEO, giving the name, direct contact details and reference number.
Resolution matters:
i. If the complaint cannot be resolved by the department manager, or is about the manager then the complaint should be referred to the CEO, Bruce Allen. The complainant will be given direct contact details.
ii. There may be times when a complaint is about a policy or process that HETAS has no control over e.g. there are some requirements of CP schemes or approvals schemes that HETAS must adhere to but which others may find unsatisfactory. In these cases, we may be able to refer the complaint on to an appropriate authority.
iii. If in doubt or if there are particular concerns please contact a manager or the CEO and every effort will be made to help.