Complaints

How to raise a complaint

Complaints reach us in one way only: the enquiry form. Use it to set out your concern. There is no need for formal wording. Helpful information includes the address of the property, the name used when the booking was placed, and a short account of events. Tell us if the issue is about placing the booking, about correspondence with us, or about the assessment itself. It also helps to know what result you are seeking.

How we reply

You will get a written answer. It will set out what we have understood, what we have looked at, and our decision. If we need more from you, we will ask in writing. How long this takes depends on what has to be checked. We will keep you informed as the complaint moves along.

Complaints about the work itself

The legionella risk assessments are carried out by the specialist firm that takes on the work. We share your enquiry details with that firm so they can arrange and perform the assessment. If your complaint is about the assessment visit, the findings, or anything the firm did or did not do, the firm's own complaints procedure applies. You can raise it with them directly, or send it to us through the enquiry form and we will pass it to them. We will tell you which firm is handling your booking so you know who to contact.

If the answer does not settle things

If the written reply leaves you dissatisfied, tell us. We will look at the complaint again and explain what else can be done. For a complaint about the work itself, the next stage is to ask the specialist firm to review its own decision. If that still does not resolve matters, you may be able to take the complaint to a dispute resolution service or ombudsman scheme that covers the firm. We will give you the details of the relevant scheme if one applies.