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HETAS Complaints Policy


HETAS is concerned with the safety, the technical standard and compliance with Building Regulations of the work carried out by its Registrants.  Complaints arise from time to time.  Where we investigate a complaint, we are aiming to establish whether the registrant is responsible for leaving a safety or Building Regulations defect and if so, to get that rectified by the registrant concerned.
A requirement for continued HETAS Registration is that the work of Registrants must be safe and comply with relevant Building Regulations, Approved Documents, British Standard and general Regulations as applicable to the region or country where the work is carried out.
If the work of the Registrant you employed falls below these standards, HETAS asks that Registrant to return to put right any defects and to ensure relevant standards are achieved.  HETAS has a disciplinary process that in some cases of poor performance can result in the removal of a registrant from our scheme.  We have no legal power to compel either registrants or consumers to act. .  However, we may investigate a complaint on behalf of an enforcement agency which may have legal powers.
Note; Where there are any concerns for safety, the complainant must stop using the appliance immediately.  If there is smoke or fumes coming into the room or space all persons must leave the space and not return until the fuel is no longer alight.

The HETAS Complaints Procedure does not deal with:

  1. a) complaints about work carried out by anyone other than a HETAS Registrant
  2. b) complaints where action has been taken to correct, alter or remove the work complained about
  3. c) complaints about matters which are the subject of current or intended litigation by the complainant (the HETAS Complaints Procedure exists as an initial alternative to litigation)
  4. d) for a complaint to be acted on by HETAS, the work in question must have been completed no more than 1 year before the date the complaint is formally registered with HETAS.
  5. e)non-compliance with technical specification requirements which fall outside the scope of required technical standards (only if the work is safe)

Notes –

  1. There may be times when the HETAS Complaints Procedure can only apply to completed work as there may be uncertainty about the standard intended on completion.
  2. We have no power to insist that anyone other than the registrant in question remedies any defective work

PROCESS
The complainant must first inform the registered installer of the problem allowing him/her a reasonable period of time in which to respond to the complaint.  If this does not resolve the problem satisfactorily or the Registrant fails to respond to the complaint within a reasonable period of time, the complainant may where appropriate use the HETAS Complaints Procedure described below.

  1. 1) The complainant must formally register their complaints with HETAS in writing e.g. letter, fax or email.  The notification must clearly detail elements of the work in question that:-
  2. a) The complainant considers unsafe and/or non-compliant along with the reasons why, and
  3. b) Include any relevant documents e.g. receipts, copy of the Certificate of Compliance etc
  1. 2) On receiving a relevant completed Customer Complaint and having verified that the HETAS Complaints Procedure is applicable, HETAS will confirm receipt of the complaint.  We will pass a copy of your complaint to the installer.  We may make a request to the Registrant for comments in writing.
  1. 3) If the complaint is relatively minor and the facts surrounding the complaint are not in dispute, HETAS will confirm this to both parties and it shall be left to the complainant and the relevant Registrant to resolve the complaint between them.  If there is a safety or standards related defect and the registrant fails to resolve the matter HETAS may invoke the disciplinary procedure.
  1. 4) On rare occasions where the complaint is not relatively minor and the facts surrounding the complaint are in dispute and the complainant and the Registrant have been unable to resolve the complaint between them, arrangements may sometimes be made by HETAS (following receipt of the Registrant's comments) for an on-site inspection to be carried out.  If an inspection is agreed, a HETAS Inspector will arrange a suitable appointment with both the complainant and the Registrant to carry out the inspection.  Both the complainant and the Registrant (or a representative of either or both parties) must be present at any on-site inspection where possible.  No other person should be present without the prior written consent of HETAS.  The purpose of any on-site inspection is to determine whether or not the items of work about which the complaint has been made meet the required safety standards and Building Regulations.
  1. 5) After the on-site inspection has been carried out the HETAS Inspector will prepare a brief written report detailing the work inspected, he/she will detail the results of any tests and/or investigations and any deviations detected by him/her from the required standards.  A copy of the report will be provided to the Registrant and the Complainant.
  1. 6) If the report reveals any deviations from the required standards that are solely the responsibility of the registrant, HETAS will require the registrant to carry out such remedial action as it deems necessary to make the installation safe and compliant with Building Regulations.  In most cases we would expect this to be without any additional cost to the complainant.
  1. 7) If any registrant does not honour any requirement to carry out remedial action in accordance with HETAS' instructions there is a disciplinary process which may be invoked.  It will not generally be possible to inform consumers of action that we are taking at this stage.  However, if installers are removed from the register we can confirm such actions.
  1. 8) HETAS reserves the right to make all decisions regarding the application and interpretation of the HETAS Complaints Procedure including the safety and technical standards of any work, the decision on whether we will inspect and on inspection reports in connection with the work.  HETAS will detail what remedial work it believes would be necessary to make an installation safe and compliant.
  1. 9) All complaints will be dealt with by HETAS as quickly as is reasonably possible.  However, due to the need to deal with and resolve complaints fairly and consistently, taking into consideration often conflicting claims, some complaints can take time to resolve.  We therefore ask that complainants and registrants respond promptly.
  1. 10) The HETAS Complaints Procedure provides benefits in addition to the legal and statutory rights of any complainant/customer and registrant.  It must be remembered that any Contract entered into is between the Consumer and the registrant.  Therefore both parties have all the rights normally associated with purchasing products and/or services.  The HETAS Complaints Procedure does not in any way reduce or modify any such rights.
  1. 11) Whilst we commit to work on behalf of all concerned for a resolution, there may be times when the HETAS complaints policy is not or cannot result in the outcome you desire.  In these circumstances you would be advised to seek legal advice e.g. from a Solicitor or Trading Standards Department at your Local Authority.  We will offer any appropriate support to all concerned.
  1. 12) Where HETAS attends site to inspect after a complaint is made, and the complaint is justified on the grounds of safety, compliance with standards or in some cases the conduct of the registrant, HETAS may charge the registered installer for the inspection visit at a rate agreed from time to time (Currently £250 + vat per day or part thereof).
  1. 13) The complaints procedure is only available to those with a direct interest in the work being complained about.  Any complaint must therefore be made by the relevant customer (i.e. the person who ordered the work or) or someone acting on the customer's behalf and at the customer's request.  Any other person wishing to make a complaint should refer the matter to the relevant customer to raise on his/her behalf.
  1. 14) In order for this complaints procedure to operate effectively, the complainant must be willing and able to permit the Registrant (or his/her representative) to carry out any remedial works, or to be present at any on-site inspection carried out by a HETAS Inspector.
  1. 15) Where Registrants/Complainants elect to seek remedy outside of this process, HETAS may at its discretion suspend or alter any action as it feels appropriate.
  1. 16) Where a Registrant refuses to co-operate and is expelled, HETAS will reasonably assist customers in resolving the issue outside of the HETAS processes.  Registrants may appeal against disciplinary action taken by HETAS.
  1. 17) Following expulsion from the HETAS registration scheme, details of the excluded Registrant may be made available to Trading Standards, CLG and to other CP schemes as applicable.  Details of removals of registration may be published.
  1. 18) If you want to make a complaint to HETAS about a registered installer, please contact us at the following:-

HETAS
Registration Department
Orchard Business Centre
Stoke Orchard
Gloucestershire
GL52 7RZ

info@hetas.co.uk
0845 6345626