Complaints
policy.

Coutts Electrical Contractors operate a written complaints procedure as a condition of their TrustMark registration and their membership of the Renewable Energy Consumer Code. Raising a complaint costs nothing and does not affect any guarantee already in place.

Step one — tell the office

Most things are resolved at this stage, often on the same call. Contact the office by any of the routes below, describing the job, the date and what has gone wrong.

Step two — escalation

Where a complaint cannot be resolved directly, the accreditation schemes Coutts Electrical belong to each provide a route. TrustMark operates a dispute resolution process for registered businesses, and work covered by the Renewable Energy Consumer Code falls under RECC's own consumer protection arrangements. Electrical work certified under the NICEIC Approved Contractor scheme can be escalated to NICEIC.

Which route applies depends on the kind of work. The office will tell you which scheme covers your job, and the scheme registration numbers appear on your certification paperwork.