Section 1. Policy

It is the Policy of NAPIT to review all complaints with impartiality.

1.2) Complaints will be handled in a timely and clear manner and an appropriate outcome to ensure compliance against the relevant standards will be determined.

1.3) The responsibility for any required remediations for technical non-compliance lies with the NAPIT Member (“Member”) to propose and rectify. The NAPIT Complaints Process does not involve paying compensation, or funding third parties to carry out rectification work. These options may be proposed by the Member as a means of resolution.

1.4) NAPIT’s role in handling complaints against a Member is to impartially judge the appropriateness of any complaint resolution offered by the Member to the Consumer/Consumer Representative in line with internal procedures and requirements.

1.5) NAPIT monitor and facilitate complaints and when necessary, NAPIT will take action against the Member to ensure cooperation and an appropriate resolution, in accordance with the relevant scheme rules.

1.6) NAPIT will communicate clearly, where a complaint does not fall within its remit and give advice on how best to seek a resolution.

1.7) The Standard of Service for complaints is that any communication will be responded to within 10 working days, unless this is outside of NAPIT’s control. This does not apply where involved parties have agreed specific dates or timing for communications.

Section 2. Who can raise a complaint with NAPIT?

2.1) A complaint may be made by any person who has had work completed by a Member who is certified for the relevant scope of work at the time (“A Consumer”).

2.2) A complaint can also be made on someone’s behalf, such as a family member, friend or neighbour. NAPIT require evidence of authority for a Representative to act on behalf of a Consumer (A “Consumer Representative”).

2.3) Complaints made by other persons will be reviewed and logged and may follow an alternative process depending on the nature of the complaint and the origin.

Section 3. When can NAPIT handle a complaint?

3.1) The Complaint Process will apply when a company certificated by NAPIT has been contracted or subcontracted to carry out work covered by the scope of their certification. Where this is the case both parties have all the legal rights usually associated with the purchasing of services and the NAPIT Complaints Process does not replace or restrict any of those rights.

3.2) The Consumer / Consumer Representative must have formally contacted the Member directly and allowed a minimum of 14 days for the Member to acknowledge the complaint.

3.3) The Member must have been given sufficient opportunity to resolve the matter, or if concerns remain outstanding, prior to raising the issue with NAPIT.

3.4) Where NAPIT is approached prior to the Consumer / Consumer Representative having formally contacted the Member and allowing them the opportunity to resolve the matter under their own complaints process, NAPIT will record the complaint and advise the Consumer / Consumer Representative to contact the Member formally, prior to any further NAPIT involvement.

Section 4. How to raise a complaint with NAPIT.

4.1) Complaints against Members must be submitted using the complaints form found on the NAPIT website. The Consumer / Consumer Representative must contact the Customer Service Team via the contact details available on NAPIT’s website, if support is required.

Section 5. How will NAPIT handle a complaint?

5.1) Once the complaint has been received by NAPIT, receipt of the complaint will be acknowledged to the Consumer / Consumer Representative within 5 working days.

5.2) The validity of the complaint will be determined, and the appropriate actions will be communicated.

5.3) Where a complaint does not fall within NAPIT’s remit, this will be communicated clearly, and advice given on alternative organisations who may be able to assist in reaching resolution.

5.4) A Complaint Handler (“Handler”) will be assigned to the complaint; the Handler will manage and facilitate the complaint between the Consumer/Consumer Representative and the Member in a professional and effective manner.

5.5) NAPIT will determine if the complaint can progress to early resolution or if further investigation is required.

5.6) Where a complaint can progress to early resolution, which enables the Consumer/Consumer Representative and the Member to reach a mutually agreeable and appropriate resolution, NAPIT will document this and monitor ongoing co-operation until resolved.

5.7) Where further investigation is required, this may be completed via desktop review or inspection. This will be determined by the Handler and the NAPIT Technical Department.

5.8) Non-routine matters that fall outside of procedure, will be referred to the NAPIT Compliance Panel.

5.9) The actions during and the outcome of the complaint, as well as the supporting documentation and evidenced matters of non-compliance will be subject to an internal investigation to consider the certification status of the Member.

5.10) Where sanctions are imposed onto the Members certification, NAPIT can share the status of the Membership, however, the specific details as to any sanctions imposed will not be disclosed to the Consumer / Consumer Representative, in line with NAPIT’s Privacy Policy.

Section 7. Situations that can hinder or delay a complaint resolution.

7.1) The extent to which NAPIT can help in certain circumstances can vary and any situations that will delay or hinder a complaint resolution will be communicated accordingly. Situations that can hinder or delay a complaint resolution, include but are not limited to:

Changes to the Members certification and/or their trading status.

The Business / Trades person is now certificated by another Certification Body.

The work is incomplete.

One or both parties take legal action against the other.

One or both parties does not engage with the NAPIT Complaints Process.

There is evidence of interference with the equipment, documentation or the installation.

Evidence/information requested by NAPIT is not provided.

The work was carried out as part of the plan for a new build property, constructed within the last ten years.

Section 8. NAPIT’s Commitment to the Consumer / Consumer Representative.

8.1) NAPIT commits:

• To manage all complaints effectively and in accordance with this Complaints Policy.

• To remain impartial, objective and consistent.

• To maintain communication with the Consumer / Consumer Representative in line with NAPIT’s Standards of Service.

• To ensure that any supporting documentation requested and recorded is limited to matters of compliance and work quality.

• To provide impartial information in support of Alternative Dispute Resolution, legal action or to any organisation with legal enforcement powers investigating the complaint.

Section 9. Consumers/Consumer Representatives’ Commitment to NAPIT.

9.1) Consumers/Consumer Representatives’ commit:

To accept that NAPIT’s responsibility is limited to the handling and facilitation of the complaint.

To be respectful to NAPIT personnel and representatives.

To cooperate with NAPIT and the Member responsible for resolving the complaint, in line with the Complaints Policy, including but not limited to, allowing the Member to return to rectify any non-compliance, even if this opportunity has been provided prior to NAPIT’s involvement.

To clearly and fully state the grounds for the complaint within NAPIT’s remit, without withholding any pertinent information.

To allow NAPIT the opportunity to respond in line with the Standards of Service, and to not hinder the communication relating to the complaint.

To ask for prior consent if intending to record visits or conversations with any involved party during the NAPIT Complaints Process, in line with legislation.

To accept there are circumstances outside of NAPIT’s remit in which a resolution cannot be reached under the NAPIT Complaints Process.

9.2) Where communication is excessive, NAPIT will manage the way in which communications take place, in order to maintain focus and to avoid hindrance.

9.3) Where NAPIT considers that a Consumer/Consumer Representative is acting in a manner that is not in accordance with this Complaints Policy, NAPIT reserves the right to close the complaint and cease involvement.

Section 10. Privacy Policy.

10.1) NAPIT will handle all personal data in accordance with current Data Protection legislation and the NAPIT Privacy Policy.

10.2) NAPIT will use data for the purposes of handling/reporting complaints and when required, will share complaint and/or personal information with the NAPIT Member(s) concerned and any other relevant organisations. These include but are not limited to:

Government Departments

Enforcement authorities

Consumer Protection Organisations

Technical Experts

Manufacturers

Scheme Owners

Legal Counsel

Other Certification/Registration bodies.

10.3) NAPIT will not share data for any other purpose without consent.

10.4) Consumers/Consumer Representatives have the right to ask that personal data is erased from NAPIT’s records. NAPIT cannot remove personal data whilst the complaint is ongoing, or if a guarantee related to the complaint has not yet expired. When the process is finalised, and no further actions are required in line with the Privacy Policy, NAPIT will fulfil any formal request to erase personal data.

10.5) Consumers/Consumer Representatives have the right to ask what personal data NAPIT holds. This can be done by making a Subject Access Request. NAPIT will provide information limited to and in line with current Data Protection legislation.

Section 11. How to raise a complaint against NAPIT’s handling of the complaint.

11.1) In order to raise a complaint regarding NAPIT’s handling of the complaint, it must first be raised to the Complaint Handler assigned to the case.

11.2) If a complaint needs to be escalated, the Complaints against NAPIT process must be followed. The Consumer / Consumer Representative must contact the Customer Service Team via the contact details available on NAPIT’s website, if support is required.

11.3) If the above actions have been completed and the process exhausted, NAPIT will communicate any other route for support with your concerns.