We strive to provide a first-class service to all our customers. However, there may be an

occasion when you are not happy with the service that you have received.

If you have any queries, suggestions or complaints:

1. In the first instance, if you wish to complain about our services, please speak to a

member of staff who will try to sort things out for you directly, or will put you in

touch with someone who can help. You can contact us on any of the means

identified at the top of this document.

2. If you send your complaint by email or post, we will aim to send an initial

acknowledgement of receipt of a complaint within 10 working days and a full

response to complaints within 21 working days of receipt. If we cannot respond

fully within 21 working days, we will keep you informed on the progress of our


3. We will try to put things right the first time, but if you are not satisfied with the

way your complaint is handled and wish to take the matter further see the next


4. If you are still dissatisfied having followed all the stages of our internal

complaints procedure, you may apply to the Competent Person Scheme below

with who we are a member. They will carry out an independent investigation of

your complaint. Please write to the following address or use the telephone, fax

or email details below;

Competent Person Scheme Details:

Certass Ltd, PO BOX 26332, Ayr, KA7 9BJ

Telephone – 01292 292099

Fax – 0141 5555977

Email – info@certass.co.uk

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