An  Energy Efficiency Professional :

• is a member of a trade or professional membership body which as a partner in the Energy Efficiency initiative and which provides a consumer complaints procedure
• has been vetted by their organisation and has to abide by its code of professional practice
• is covered by public liability insurance
• has signed up to the Energy Efficiency Code of Practice

The  Energy Efficiency Code of Practice - What to expect from your  Energy Efficiency Professional :

• installation of energy efficiency measures within his/her specialist field
• simple, independently verified, information about Energy Efficiency options you could consider
• information about grants or cash back schemes which the installer can help you obtain
• details of where to go for further information on making your home more energy efficient
• a clear estimate in writing which tells you :
• what work is to be done
• when it will start and be finished
• terms of payment
• any guarantees offered (in case of cavity wall insulation the CIGA guarantee must be offered).
• the job is carried out competently, responsibly and safely

The role of the Energy Saving Trust

The Energy Saving Trust is an independent, government-funded body, set up to promote energy efficiency. The Energy Saving Trust will strive to ensure that all Energy Efficiency contractors comply with the Energy Efficiency Code of Practice and contractors may be deregistered. It does, not, however monitor every individual job and cannot accept any responsibility for the failings of individual contractors.

If you have a complaint you should :

1. Inform your Energy Efficiency Professional as soon as possible and give them the opportunity to sort it out
2. If you are not satisfied, put your complaint in writing and send it to their head office.
3. If there is no head office, or you are still not satisfied with the head office's response, contact the industry organisation of which your Energy Efficiency Professional is a member

Remember - following these steps in no way reduces your statutory rights