Standard Trading Terms And Conditions

          THE CLIENTS ATTENTION IS PARTICULARLY DRAWN TO CLAUSE 4

  1. Definitions
    1. CDM Regulations” means the Construction (Design and Management) Regulations 2015 and any approved code of practice and industry guidance issued pursuant thereto.
    2. Client” means any person, firm, limited liability partnership, corporate body, statutory authority, statutory undertaker or company placing an order for services with PPCSL.
    3. Confidential Information” means all information of a secret, confidential or of a commercially sensitive nature concerning the business, affairs and financial position of either PPCSL or the Client and/or their respective Clients, clients or suppliers.
    4. Consumer” means a consumer as defined in the Consumer Rights Act 2015. In relation to these Terms and Conditions, it means the Client who is an individual and who receives the Services for the customer’s personal use and for purposes wholly or mainly outside the purposes of any business.
    5. Contract” means the contract of which these terms and conditions form part, together with any ancillary terms agreed in writing between PPCSL and the Client.
    6. Data Protection Laws” means any applicable laws and regulations in any relevant jurisdiction relating to the use or processing of personal data including: (i) EU Regulation 2016/679 as it forms part of the law of Scotland by virtue of section 3 of the European Union (Withdrawal) Act 2018 (the “UK GDPR”); (ii) the Data Protection Act 2018 (“DPA”); and (iii) the Privacy and Electronic Communications (EC Directive) Regulations 2003; in each case, as updated, amended or replaced from time to time.
    7. Documents” means all designs, drawings, specifications, photographs, surveys, reports, and all other documents and/or information provided by or on behalf of PPCSL in connection with the Services excluding internal memoranda and documents, working papers and templates.
    8. “Fee” means the sum set out in the Proposal.
    9. “Goods” means any goods, equipment or materials ordered by PPCSL on the Client’s behalf, supplied by PPCSL necessary for the execution of the Services.
    10. Insolvent” has the meaning given in the Housing Grants, Construction and Regeneration Act 1996 (as amended) (whether or not such Act applies to this Contract).
    11. PPCSL” means Property Partners Construction (Scotland) ltd a company incorporated under the Companies Act (Company Number SC728473) having its Registered Office 28 Low Street, Banff, Scotland, AB45 1AS.
    12. Project” means the Project specified in the Proposal.
    13. Proposal” means a statement of work, estimate, quotation or other similar document or email describing the Services to be provided to the Client.
    14. Regulations” means the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
    15. Services” means the services specified in the Proposal.
    16. Terms and Conditions” means the terms and conditions set out in this document.
    17. UK GDPR” means the UK General Data Protection Regulation.
  2. General
    1. Acceptance of the Proposal (including instructing PPCSL to carry out the Services – which will be deemed acceptance), confirms acceptance of these Terms and Conditions forming the Contract and will be a legally binding contract between the Client and PPCSL on those Terms and Conditions for PPCSL to provide the Services in accordance with the Proposal.
    2. This Terms and Conditions and Contract supersede any previous agreement (whether written or oral) between the parties for any of the matters covered in the Proposal and represents the entire understanding between them to the exclusion of any other terms that the Client may seek to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.
    3. The Proposal shall remain valid and open for acceptance for the period stated within the Proposal or, if no such period is referenced in the Proposal the maximum period open for acceptance shall be 30 days from the date of the Proposal but the Client may not do so if, before the Client has accepted the Proposal, PPCSL tells the Client in writing that PPCSL is withdrawing it.
    4. PPCSL offers to carry out and complete the Services described in the Proposal for the sum quoted in the Proposal or such sum as shall become payable.
    5. Nothing in these Terms and Conditions or Contract shall prejudice any condition or warranty, express or implied, or any legal remedy to which the Client may be entitled in relation to the Services, by virtue of any statute, law or regulation.
    6. Any variation to these Terms and Conditions shall be inapplicable unless expressly agreed in writing by PPCSL.
    7. If a court or any other competent authority finds that any provision of these Terms and Conditions or Contract (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the other provisions of these Terms and Conditions and Contract shall not be affected.
    8. Where the Client is a partnership or comprises two or more persons: –
      • the obligations of the Client in terms of or arising out of these Terms and Conditions and Contract are binding jointly and severally on all persons who are or become partners of the firm or members of “Client” at any time and their respective executors and representatives whomsoever as well as on the firm and its whole stock, funds, assets and estate without the necessity of discussing them in their order; and
      • such obligations shall subsist and remain in full force and effect notwithstanding the dissolution of the Client or the firm or partnership or any change or changes which may take place in them (whether by the assumption of a new partner or partners or by the retiral, bankruptcy or death of any individual partner or by a change in the firm name, or otherwise).
    9. No allowance has been made for out-of-hours working unless specified or to suit PPCSL ’s requirements.
  3. Obligations
    1. The Client shall provide to PPCSL any such further information as PPCSL shall reasonably and necessarily request for the performance of the Services; all such information shall be provided free of charge. The Client accepts and acknowledges that PPCSL will rely on the accuracy of the information supplied.
    2. To enable PPCSL to perform its obligations, the Client shall (i) co-operate with PPCSL and (ii) comply with any requirements agreed between the parties.
    3. All dates or times given for the start of or duration of the Services are given in good faith and are estimates only based on the information gained from the Client and PPCSL’s current workload commitments and shall not be the essence of the Contract. These times may be varied due to unforeseen circumstances i.e., emergency callouts, breakdowns, etc. or to circumstances beyond our control. No liability will be accepted if it is not possible to meet Clients timescales.
    4. The Client shall provide to PPCSL any such further information as PPCSL shall reasonably and necessarily request for the performance of the Services; all such information shall be provided free of charge. The Client accepts and acknowledges that PPCSL will rely on the accuracy of the information supplied. Should the Client fail to mention any relevant facts relating to anything including any existing installation, PPCSL reserves the right to make a charge for correcting same.
    5. PPCSL shall in providing the Services, exercise the reasonable skill and care in conformity with the normal standards of PPCSL’s profession.
    6. Unless specifically agreed, the price does not include redecoration work, which may be required after the works have been duly completed and handover has taken place. This will be subject to an extra charge.
    7. PPCSL undertakes to the Client that it will observe all its obligations under the Data Protection Laws which arise in connection with these Terms and Conditions.
    8. PPCSL shall using the skill and care referred comply with their respective obligations under the CDM Regulations.
    9. PPCSL may assign or transfer all or any rights under the Contract at any time on two occasions only without the prior consent of the Client. Any such assignation shall take effect upon the receipt of written notice of the same to the Client.
    10. Unless specifically agreed, the price specified in the Proposal does not include for the removal of any materials or disposal of old equipment. This will be subject to an extra charge.
    11. For the avoidance of doubt, each duty or obligation of PPCSL and all Services to be provided by PPCSL shall be subject to the exercise of reasonable skill and care and every clause in these Terms and Conditions shall be deemed subject to the exercise of such reasonable skill and care.
  4. Liability – THE CLIENTS ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE
    1. Where Client enforced changes have occurred, PPCSL shall have no liability to the Client in respect of failure to complete the Services to the initially agreed completion date or to the initial budget, PPCSL reserves the right to make a charge for any additional Services carried out and Goods provided in relation to such changes. Should the Client fail to mention any relevant facts relating to any existing structure PPCSL reserves the right to make a charge for correcting same.
    2. Whilst all reasonable care will be taken during the execution of the Services, no responsibility can be accepted for any faults or failures that may occur to existing electrical wiring, fittings, equipment, etc. due to disturbance caused by the Services.
    3. Where other trades are involved in the Services and these trades are not under PPCSL’s control any delays that may be caused to PPCSL’s progress by these trades may be subject to an extra charge and/or delay in completion.
    4. Any faults found with items or materials, goods and equipment supplied by the Client or others for PPCSL ‘s fixing will be pointed out to the Client and its will be the Clients responsibility to obtain replacement items. Any delays caused by faulty or damaged items may be chargeable and may result in PPCSL withdrawing from site and or Project  and may affect the completion date of the Services.
    5. Unless specifically agreed, it shall be the responsibility of the Client for the removal of any and all waste produced. This includes rubble, redundant cable and packaging of materials PPCSL supplied. If the Client wants PPCSL to remove said waste this may be charged at extra cost.
    6. It is the responsibility of the Client to ensure that all children and pets are kept away from the areas in which PPCSL is working.
    7. The Client shall inspect the Services as far as is reasonably possible immediately on completion of it and shall within 7 days give written notice to PPCSL detailing any grounds on which the Client alleges that the Services are not in accordance with the Contract. If the Client fails to give such notice the work shall conclusively be presumed free from any defects which would be apparent on reasonable examination of the Services.
    8. Nothing in these Terms and Conditions or Contract shall exclude or limit the liability of PPCSL for death or personal injury, however PPCSL shall not be liable for any direct loss or damage suffered by the Client howsoever caused, as a result of any negligence, delict, breach of contract, misrepresentation or otherwise.
    9. PPCSL shall not be liable under any circumstances to the Client or any third party for any indirect or consequential loss of profit or other economic loss (or any other loss whatsoever) suffered by the Client howsoever caused, because of any negligence, breach of contract, misrepresentation or otherwise.
    10. PPCSL shall not be liable to the Client or be deemed to be in breach of the Terms and Conditions or Contract by reason of any delay in performing, or any failure to perform, any of PPCSL’s obligations in relation to the Services and shall be entitled to a reasonable extension of its obligations, if the delay or failure was due to any cause beyond PPCSL’s reasonable control. Without prejudice to the generality of the foregoing, causes beyond PPCSL’s reasonable control shall include an Act of God, pandemic (including 2019 novel coronavirus disease (COVID-19) or any mutation of Covid-19) explosion, adverse weather conditions, flood, earthquake, tempest, fire, accident, war or threat of war, acts or threats of terrorism, sabotage, insurrection, riot, civil disturbance, requisition, acts, restrictions, regulations, bye-laws, prohibitions or measures of any kind on the part of the governmental, parliamentary or local authority, import or export regulations or embargoes, strikes, lock-outs or other industrial actions or trade disputes (whether involving employees of PPCSL’s or of a third party), any delays caused as a result by any third party,  difficulties in obtaining materials, Goods, labour (including staff shortages due to 2019 novel coronavirus disease (COVID-19) or any mutation of Covid-19) and power failure and PPCSL shall be entitled to a reasonable extension of its obligations.
    11. PPCSL ’s liability for loss or damage arising in connection with these Terms and Conditions or Contract shall be limited to the lesser of (i) the sum set out in the Proposal; or (ii) limited in damages to the level of insurances held by PPCSL.
    12. PPCSL‘s liability does not extend to existing installed equipment. Should a defect be discovered in any existing installation, including any hardware, software or signalling equipment/line. PPCSL reserves the right not to undertake the Services or to make a charge for correcting same.
    13. Where the Client is a limited company, a limited partnership or a limited liability partnership, the directors/members of the Client are each personally liable for the Company’s charges for Services, including any administration costs, interest and collection fees, but only if the charges for Services and costs are not settled on time by the Client. Such directors/members are therefore each potentially jointly and severally liable for payment of the Clients charges for Services and costs if the Client fails to pay them.
    14. PPCSL shall have no liability to the Client in respect of failure to complete the Services due to equipment that relies on GSM, GPRS being unable to receive signal.
    15. No action or proceedings for any breach of the Contract shall be commenced against PPCSL after the expiry of 5 years from the date that PPCSL last performs the Services under the Contract.
  5. Copyright
    1. The copyright in the Documents arising by virtue of the provision of the Services shall be the property of and vested in PPCSL. To the extent that any copyright or any other property in the Documents is now or at any time may become vested in PPCSL, and subject to PPCSL having received payment of any fees agreed as properly due, PPCSL shall grant to the Client a licence to use the Documents only for the purposes for which the Services are provided.
    2. Notwithstanding clause 5.1, where the Services are limited to making and negotiating planning applications, the Client shall not reproduce any element of PPCSL’s design without the prior written consent of PPCSL. PPCSL reserve the right to charge a fee for the provision of any copyright licence and any written consent required.
  6. Sub-contracting
    1. PPCSL shall be entitled to sub-contract any part of the Services to any third party without the prior consent of the Client.
    2. PPCSL is an independent contractor and unless contracted to be the main contractor PPCSL does not undertake any responsibilities associated with the main contractor unless contracted to be the main .  The appointed main contractor has sole responsibility for all sub-contractors so appointed to work on a specific project.
  7. Guarantees
    1. PPCSL undertakes to repair or replace free of charge any defective work or Goods supplied by it, on condition that such defect is notified within six (6) months following the completion of the Services, provided nevertheless that PPCSL’s responsibility to the Client is limited to the completion of the agreed services and the Client allows PPCSL a reasonable time to rectify any defect.
    2. PPCSL shall have no responsibility for any materials, equipment or goods not supplied by it.
    3. The Goods supplied will be subject to the suppliers/manufacturers guarantees. The Client’s statutory right in law is not affected by this guarantee.  This guarantee does not extend to existing installed equipment.
    4. The guarantee shall not apply to defects resulting from misuse or faulty workmanship by the Client, its employees, contractors, sub-contractors or any other third party working for or on the direction of the Client. PPCSL only guarantees the Services that it undertakes, this means only the parts it installed and or replaced and not the whole unit or existing fittings that have failed when its Services were carried out.
  8. Termination
    1. If the Client is a Consumer as defined within the Regulations they have the right to cancel the Contract without giving any reason by informing PPCSL of their decision to cancel the Contract by a clear statement (the “Cancellation Notice”) delivered or sent (including by post, fax or electronic mail) to PPCSL   at any time within the period of 14 days starting from when the Contract was made (the “Cancellation Period”). The Client can use the Cancellation Notice attached as Schedule 1 but does not have to.
    2. The Cancellation Notice is deemed to be served as soon as it is posted or sent to PPCSL or in the case of electronic communications on the day that it is sent to PPCSL.
    3. If the Client is not a Consumer as defined within the Regulations then it shall not terminate the Contract without the written consent of PPCSL which may be subject to such terms, and in PPCSL ‘s absolute discretion, recompense PPCSL for all loss it may suffer as a result of termination.
    4. If PPCSL was instructed to perform any services before the Contract was made or before the end of the Cancellation Period and the instruction or instructions were in writing or other durable medium (as defined in the Regulations), PPCSL shall be entitled to any fees and expenses properly due to PPCSL until it receives the Cancellation Notice. If all of the Services covered by the Proposal or Contract have been fully provided within that fourteen (14) day period, the Client will lose the right to cancel those Services.
    5. PPCSL may terminate the Contract and any other contract with the Client forthwith, without prejudice to any other right or remedy available to PPCSL   and without PPCSL   incurring any liability to the Client, in the following circumstances:
      • if the Client commits a breach of any terms of the Contract or any other contract with PPCSL which is incapable of remedy or, if capable of remedy, has not been remedied by the Client in accordance with a written notice from PPCSL   requiring remedy within the period specified in the said notice;
      • if the Client fails to make payment within the specified time;
      • the Client becomes Insolvent;
      • the Client ceases, or threatens to cease, to carry on business;
      • upon expiry of reasonable notice in writing.
    6. On termination under Clause 8.5, where the Services are an ongoing service to be provided over a period before and after the date of that termination, or where only part of the Services have been provided by that date, fees will be payable if the Services which have been provided are of benefit to the Client although incomplete, and the amount payable will be based on the fee rate or in proportion to the amount specified in the Proposal.
    7. Termination of the Contract shall be without prejudice to the accrued rights and remedies of either party.
  9. Third Party Rights
    1. Nothing in these Terms and Conditions or Contract confers or purports to confer on any third party any benefit or any right to enforce any term of these Terms and Conditions which that third party would not have had but for the Contract (Third Party Rights) (Scotland) Act 2017.
  10. Governing Law
    1. These Terms and Conditions and Contract and any dispute or claim arising out of or in connection with them or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Scotland and shall be subject to the exclusive jurisdiction of the Scottish Courts.

Domestic Work

Terms and conditions specific to domestic work.

  1. Price and Payment
    1. The Client shall pay the Fee as remuneration for the Services. The Fee shall be paid in the instalments set out in the Proposal.
    2. PPCSL shall submit to the Client an invoice for each instalment of the Fee. Payment of each instalment shall become due to PPCSL on the date stated in the invoice and shall become payable fourteen (14) days thereafter.
    3. Without prejudice to the generality of Clause 11.1, PPCSL applies a credit limit to all clients and so reserves the right to render and require payment of invoices for instalments of the price of Goods and Services to the Client in advance of delivery of Goods in the event that significant capital is to be expended, which entitlement shall be entirely at the discretion of PPCSL.
    4. PPCSL shall be entitled to charge for any increase in the cost of any Goods necessary for the execution of the Services which has occurred in the period between the date of the Proposal and the Services being carried out.
    5. The Client acknowledges that should any sums remaining unpaid at the expiry of fourteen (14) days from the invoice date then PPCSL may charge interest accruing daily at a rate of 8% per annum above Bank of Scotland base rate current at the time.
    6. In the event that any services additional to the Services are required to be provided by PPCSL, the Client will negotiate in good faith with PPCSL with a view to agreeing such additional services and any additional fee which would in those circumstances be fair and reasonable as calculated in accordance with the rates stated in the Proposal. Such agreed fees shall be additional fees and shall become due on the date of submission of an appropriate invoice following completion of the relevant additional services and becomes payable fourteen (14) days thereafter.
    7. If the contract is abandoned or terminated by the Client or is terminated by PPCSL pursuant to clause 8.5, PPCSL shall be entitled to be paid its reasonable and proper fees for the Services which have been properly provided prior to the date of such termination.
    8. In the event of the Client being in default of payment of any sum due to PPCSL, PPCSL may throughout such default, suspend the performance of any or all of the Services giving no less than three (3) days’ notice in writing to the Client stating the ground or grounds for such suspension. The right to suspend performance shall cease when the Client makes payment of the amount due.
    9. Until payment has been made in full to PPCSL, property and title to any and all Goods supplied shall not pass to the Client. In the event of the Client’s insolvency or the failure by the Client to pay any amount due to PPCSL whether under this contract or not, the Client shall upon demand by PPCSL forthwith return to PPCSL at the Client’s expense all Goods, in the event of its failure to do so PPCSL may use any lawful means to recover such Goods.   Until they have been returned, the Client shall be solely responsible for their safe keeping and will not use them for any purpose.  Any proceeds from any disposal of the equipment by the Client shall be held in trust for PPCSL absolutely.
    10. All amounts payable by the Client are subject to VAT at the prevailing rate.
  2. Expenses
    1. The Proposal does not include for any parking fees levied in Controlled Parking Zones (CPZ’s). Any such fees incurred will be passed onto the Client at cost. Fees are exclusive of travel, subsistence and out of pocket expenses which include general materials and other incidental expenses.
  3. Dispute Resolution
    1. A copy of the PPCSL Complaints Procedure is attached as Schedule 2. .In the event of complaints, disputes or grievances arising, the Client shall notify PPCSL as soon as reasonably possible.

Commercial Work

Terms and conditions specific to commercial work.

  1. Price and Payment
    1. The Client shall pay the Fee as remuneration for the Services. The Fee shall be paid in in the instalments set out in the Proposal.
    2. Without prejudice to the generality of Clause 14.1, PPCSL applies a credit limit to all clients and so reserves the right to render and require payment of invoices for instalments of the price of Goods and Services to the Client in advance of delivery of Goods in the event that significant capital is to be expended, which entitlement shall be entirely at the discretion of PPCSL.
    3. PPCSL shall be entitled to charge for any increase in the cost of any Goods necessary for the execution of the Services which has occurred in the period between the date of the Proposal and the Services being carried out.
    4. PPCSL shall submit to the Client an invoice for each instalment of the Fee. The invoice shall specify the sum that PPCSL considers will become due on the Due Date (as defined in clause 14.5) in respect of the instalment of the Fee, and the basis on which that sum is calculated.
    5. Payment of each instalment shall become due to PPCSL on the date stated in PPCSL’s invoice (the “Due Date”). Not later than five (5) days after the Due Date the Client shall give a notice (a “Payment Notice”) to PPCSL which shall specify the sum that the Client considers to be or have been due at the Due Date and the basis on which that sum is calculated (the “Notified Sum“). The sum to be paid by the Client to PPCSL will be the Notified Sum. In the event that the Client does not serve a Payment Notice as aforesaid the relevant invoice from PPCSL will be treated as the Payment Notice and the sum stated in that invoice shall be the Notified Sum.
    6. The Client shall make payment of each instalment on or before the Final Date for payment (the “Final Date for Payment”) which shall be fourteen (14) days after the Due Date. If the Client intends to pay less than the Notified Sum the Client shall not later than seven (7) days before the Final Date for payment give PPCSL notice of that intention (a “Pay Less Notice”). The Pay Less Notice must specify the sum which the Client considers due to PPCSL at the date of the Pay Less Notice and the basis on which such sum is calculated.
    7. If a Pay Less Notice is not given by the Client in accordance with Clause 14.6 then the Client shall pay all amounts due in full without any deduction or withholding except as required by law and the Client shall not be entitled to assert any credit, set-off or counterclaim against PPCSL to justify withholding payment of any such amount in whole or in part. PPCSL may, without limiting its other rights or remedies, set off any amount owing to it by the Client against any amount payable by PPCSL to the Client.
    8. Any sums remaining unpaid at the expiry of fourteen (14) days from the Due Date will bear interest accruing daily at a rate of 8% per annum above Bank of Scotland base rate in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 which both the Client and PPCSL acknowledge is a substantial remedy in terms of any late payment.
    9. In the event that any services additional to the Services are required to be provided by PPCSL, the Client will negotiate in good faith with PPCSL with a view to agreeing such additional services and any additional fee which would in those circumstances be fair and reasonable as calculated in accordance with the rates stated in the Proposal. Such agreed fees shall be additional fees and shall become due on the date of submission of an appropriate invoice following completion of the relevant additional services. The Final Date for payment in respect of each instalment is fourteen (14) days after the date on which the payment becomes due.
    10. If the Contract is abandoned or terminated by the Client or is terminated by PPCSL pursuant to clause 8.5, PPCSL shall be entitled to be paid its reasonable and proper fees for the Services which have been properly provided prior to the date of such termination.
    11. In the event of the Client being in default of payment of any sum due to PPCSL, PPCSL may throughout such default, suspend the performance of any or all of the Services giving no less than seven (7) days’ notice in writing to the Client stating the ground or grounds for such suspension. The right to suspend performance shall cease when the Client makes payment of the amount due.
    12. Until payment has been made in full to PPCSL, property and title to any and all Goods supplied shall not pass to the Client. In the event of the Client’s insolvency or the failure by the Client to pay any amount due to PPCSL whether under this Contract or not, the Client shall upon demand by PPCSL forthwith return to PPCSL at the Client’s expense all Goods, the subject of such demand and in the event of its failure to do so PPCSL is expressly authorised by the Client to enter onto its premises and to retake possession of any Goods upon which payment remains due and has not been received. Any proceeds from any disposal of the equipment by the Client shall be held in trust for PPCSL absolutely.
    13. All amounts payable by the Client are subject to VAT at the prevailing rate.
  2. Expenses
    1. Fees are exclusive of travel, subsistence and out of pocket expenses which include general materials and other incidental expenses.
  3. Dispute Resolution
    1. Each party has the right to refer a dispute arising under these Terms and Conditions or Contract for adjudication at any time under Part I of the Scheme for Construction Contracts (Scotland) Regulations 1998 (as amended by the Scheme for Construction Contracts (Scotland) Amendment Regulations 2011), which shall take effect as if it was incorporated into this clause, the adjudicator nominating body shall be The Scottish Branch of the RICS.

Schedule Part 2

 

Property Partners complaints procedure
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

 

If you have a complaint about our service, or about the service of a contractor or third party who we have instructed to provide goods or services in relation to a property owned by or occupied by you, please write down the details of your complaint and send it to:

 

Property Partners,

Lyon’s Den, 28 Low Street, Banff, AB45 1AS

Team@propertypartners.scot

 

On receipt of your complaint we will adhere to the following procedure: –

 

Stage 1
We will acknowledge receipt of your complaint in writing within 5 working days of receiving it, giving you a named contact who will be dealing with the complaint.
Stage 2
Your named contact will then investigate your complaint and will send you a detailed written reply, including their suggestions for resolving the matter, within 10 working days of us receiving your complaint.

 

There may occasionally be circumstances out-with our control which prevent us from adhering to this timeframe. These include: –

 

·         when the office is closed for public holidays;

·         where adverse weather or sickness has led to staff shortages;

·         where we cannot respond in full without the input of a third party (e.g. contractor, owner, tenant) who is not available;

·         where we cannot respond in full without visiting the property and the occupant is restricting access;

·         where we cannot respond in full without the input of a key member of staff who is not available.

 

We will contact you if we are unable to respond within this timeframe and let you know when we aim to respond by.

 

Stage 3
Upon receipt of our response under Stage 2 above, if you are still not satisfied, you can contact us again in writing and we will arrange for a senior manager to review the decision.

 

Other complaints procedures
Property Partners are also a domestic energy assessor with Elmhurst Energy. If you are still not satisfied, after contacting us you can at that stage ask the ‘Scheme‘ to help.

The ‘Scheme‘ will investigate your complaint and if felt necessary, it will pass your complaint onto an Independent Adjudication Service to be nominated by the Scheme.

This service, which is an entirely independent mediation and adjudication service will consider your complaint and decide whether to take action against the Energy Assessor as a result.

The Energy Assessor can be ordered to undertake various actions including if appropriate, paying you compensation.

 

Our company supports fully and is a member of the ‘Scheme

The ‘Scheme‘ details are provided below.

Telephone: 01455 883250

E-mail: enquiries@elmhurstenergy.co.uk

Website: www.elmhurstenergy.co.uk

 

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