How to Handle Complaints

For Energy Assessors, complaints are not just inevitable—they are a critical part of professional practice. 

Whether the complaint stems from a misunderstanding, a genuine error, or simply a customer's expectations not being met, the way you handle it speaks volumes about your integrity, professionalism, and commitment to quality.

Handled well, complaints can strengthen client relationships and highlight areas for improvement. 

Handled poorly, they can lead to reputational damage, audits, or even the loss of accreditation. 

This article outlines practical, professional guidance for Energy Assessors on preventing, managing, and resolving complaints effectively.

In this context, a complaint is a formal expression of dissatisfaction regarding a service provided—such as an EPC rating, methodology used, or the conduct of the assessor. It differs from a general enquiry and often requires further investigation and formal documentation.

Proactive steps can dramatically reduce the likelihood of receiving a complaint:

At the start of every assessment, introduce yourself professionally and show your photo ID. Explain the purpose and process of the assessment to set clear expectations.

✅ Show Respect to Your Client

Remember that you are in your client's own home, and it can be dauting letting a stranger into your space. Offering to take off shoes (or wear show covers), talking in polite conversation, knocking before entering rooms, and asking permission to enter areas such as outbuildings will help reduce complaints.

✅ Follow GDPR Rules When Collecting Evidence

The GDPR outlines six key principles for processing personal data. These principles, found in Article 5 of the GDPR, are: lawfulness, fairness, and transparency; purpose limitation; data minimization; accuracy; storage limitation; and integrity and confidentiality. Additionally, the principle of accountability underpins all these principles, requiring organisations (including the self employed) to demonstrate compliance. 

✅ Attach Your Terms & Conditions

Attaching your terms and conditions to an enquiry response, booking confirmation and/or invoice sets clear expectations and reduces complaints.

Never guess the rating. Upload your data into approved software, and once the result is known, communicate this with your client before lodgement. This allows room for questions and corrections if needed.

Photographic and documentary evidence should back up every decision. Relying solely on verbal accounts from clients risks disputes if the property is audited or challenged.

Engage in regular CPD to keep current with changes in SAP/RdSAP methodology and standards.

Encourage questions and listen attentively. Building trust from the outset reduces misunderstandings later.

Finally, having a robust complaints procedure is important because in the event of a complaint you can be sure you that you and your customer is aware of a clear complaints process.

Acknowledge receipt of the complaint within 3 working days. Use a professional tone and reassure the complainant that the matter is being taken seriously.

You’ll need:

• The client’s name and contact information




• Information such as the EPC certificate number or property address

• A full description of the complaint

• Any supporting evidence (emails, photos, reports, etc.)

This information allows you to investigate the complaint fairly and thoroughly.

Use a standard complaints process document to manage expectations and timelines. Your document should explain:

• The response times (typically within 10 working days)

• What steps will be taken to investigate the issue

• How the outcome will be communicated

If you do not have a formal process, consider adapting a template from your accreditation scheme to suit your business.

Maintain a calm, respectful tone throughout all correspondence. Avoid defensiveness. Be transparent if you’ve made a mistake—most clients value honesty and accountability.

If your resolution is not satisfactory to the client, they may escalate the matter to your accreditation body.

• Encourage the client to first allow you to resolve the matter directly.




• If escalation is needed, provide them with your accreditation scheme's complaints process.

• Inform your accreditation scheme by emailing all communications and relevant documents within set timescales.

Note: You are required to attempt internal resolution before passing the matter to your accreditation scheme. Failure to do so may lead to corrective action or affect your accreditation status.

Poor complaint handling can lead to:

• Loss of future referrals and negative reviews




• Formal audits or reassessments by third parties

• Legal or financial consequences, especially if inaccurate EPCs affect sales, funding, or property valuations

• Damage to your professional standing or accreditation

As a Domestic Energy Assessor, your professionalism is reflected in how you respond to challenges. A well-managed complaint can showcase your integrity and even turn a dissatisfied client into a loyal advocate. Prioritise transparency, communication, and continuous improvement—and complaints will become an asset, not a liability.