Complaints handling procedure

Who can raise a complaint?

Property owners, occupiers, clients, their representatives, assessors, employers, public authorities and other stakeholders can complain about a certificate, a member’s conduct or Kaizen’s service. You can complain verbally or in writing.

How to make a complaint

For a concern about an assessment, contact the assessor first where appropriate. If it remains unresolved, or that route is unsuitable, contact Kaizen directly. A complaint about the scheme itself can be made directly to us.

• Email: complaints@kaizencertification.co.uk
• Telephone: 0330 223 6278
• Post: Complaints, Kaizen Certification Ltd, 42a Church Street, Hatfield, Hertfordshire, AL9 5AW.

Include your contact details, what happened, the outcome you are seeking and any relevant dates. If known, provide the assessor’s name or member ID and the EPC report reference (RRN), property address or audit reference. Ask us for an appropriate transfer method before sending sensitive evidence.

What happens next

• Acknowledgement: we log and acknowledge your complaint within one working day.
• Initial review: within five working days, we check the scope and explain the route for investigation.
• Investigation: we review the evidence and provide progress updates at least every ten working days, or explain any delay and revised timetable.
• Outcome: the detailed investigation procedure provides for a written decision within 30 working days of acknowledgement, sooner where possible. We explain any corrective action and your appeal route.

Where a defective certificate is confirmed, we arrange the appropriate correction and replacement at no cost to the stakeholder. Complaints about the scheme are reviewed impartially and can proceed to an independent third-party process.

If you disagree with the outcome

You can appeal a written complaint decision within 20 working days. A senior person who was not involved in the original decision reviews the case. Unresolved cases can be referred to the Independent Third-Party Appeals Panel.

The panel has no commercial or other link that could influence its decision. Its decision is final within the scheme process and binding on Kaizen. Your legal and statutory rights remain unaffected. MHCLG and the Register Operator do not adjudicate individual complaints.

Accessible copies and published procedure

Call or email us if you need help raising a complaint or require the procedure in another format.