Complaints Policy | Fire Risk Assessment London

If something has gone wrong, we would rather hear about it than not. This page explains how to raise a complaint and what happens next.

Our approach

Most concerns are resolved quickly by talking to the assessor or the person who handled your booking. If that has not worked, or you would prefer to raise it formally, the process below applies.

How to complain

Send your complaint to [email protected], or call 01748220381 and ask for it to be recorded as a formal complaint. To help us investigate properly, please include:

The address of the premises involved.
The date of the assessment, visit or installation.
The reference number on your report or invoice, if you have one.
What has gone wrong, and what you would like us to do about it.

What happens next

Stage	What we do	Timescale
Acknowledgement	We confirm we have received your complaint and tell you who is handling it.	Within 5 working days
Investigation	We review the file, the report and any photographs, and speak to the assessor involved. We may ask to revisit the premises.	Normally within 20 working days
Outcome	We write to you with our findings, what we are putting right, and any change we are making as a result.	On completion

If an investigation is going to take longer than 20 working days — for example, if a revisit has to be arranged around access — we will tell you why and give you a revised date.

If you are still not satisfied

You can ask for the outcome to be reviewed by someone who was not involved in the original decision. Write to [email protected] marking your message "Review request" within 20 working days of our response.

Taking it further

If we cannot resolve matters between us, you may be able to take the complaint further:

Where your complaint concerns the professional conduct or competence of an assessor, you can raise it with the professional body or certification scheme with which they are registered. We will tell you which applies on request.
Where your complaint concerns how we have handled your personal data, you can complain to the Information Commissioner's Office at ico.org.uk.
Consumers can obtain free, impartial advice from Citizens Advice on 0808 223 1133.

Learning from complaints

We record every formal complaint and review them periodically. Where a complaint reveals a weakness in how we work, we change the process rather than just the individual outcome.