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Complaints FAQs

Back to complaints

I have an emergency situation, what should I do?

If there is an immediate risk to safety of life or property, it is recommended to engage the appropriate organisations or a Competent Person to make the work safe. This action must then be communicated to NAPIT and the NAPIT Member at the earliest opportunity.

What is the timeframe for the complaint process?

NAPIT cannot provide exact timeframes for achieving resolution due to numerous factors including the nature and complexity of the complaint, disputes between parties, failure to provide details of all concerns and communication delays. Other factors may also impact the resolution timeframes.

How do I formally contact a Member to complain?

Prior to raising any complaint regarding a Member to NAPIT, you must have first given the Member the opportunity to act upon your complaint. When contacting a Member, ensure you do so formally in writing, giving clear information regarding the nature of your concerns, suitable evidence and your desired outcome. We recommend you allow a minimum of 14 days for the Member to respond. DRAFT LETTER

What organisations can support me with my complaint?

NAPIT have specific procedures to follow, so if your complaint is outside our scope or you wish to seek an alternative route, you may wish to engage:

• If your complaint is regarding an installation under the MCS Scheme, contact the Consumer Code the Installer is a member of, for contractual/financial matters.

• If you're concerned a trader might not be acting lawfully, report to your local Trading Standards or Action Fraud.

• Seek legal advice - some solicitors offer free 30-minute consultations or fixed-fee appointments.

For further resources, visit GOV.UK.

What is a Consumer Code?

Consumer Codes are organisations that protect consumer rights and ensure registered businesses act appropriately. These organisations can assist with contractual and financial complaints outside of the company's remit.

Can NAPIT support in claims for compensation?

NAPIT does not pay compensation, fund rectification work or investigate financial, contractual or compensatory matters.

When logging a complaint, what evidence should be provided?

Our complaint form guides you on the necessary information, including:

  • Documentation detailing agreed works (estimates/designs/quotes/contracts)
  • Media supporting your complaint (photos, sound recordings, video)
  • Commissioning/Handover documentation (certificates, invoices, etc.)

It’s not necessary to share communication between involved parties unless requested by NAPIT and relevant to the raised concerns.

How will the complaint evidence I submit be used?

NAPIT will impartially review all documentation and coordinate technical referrals, reviews and inspections as required to determine compliance. For details, see our Privacy Policy

What is the Work Quality Guarantee?

The NAPIT Work Quality Guarantee applies to work covered by a valid Building Regulation Compliance Certificate issued by a NAPIT Member. It lasts six years, assuring compliance. If the installer is still trading, they must resolve any issues. If not, and subject to our Terms and Conditions, NAPIT will bring the work into compliance.

When would NAPIT close a complaint?

NAPIT may close a complaint:

  • When non-compliance has been addressed and a suitable resolution achieved.
  • When matters fall outside of the company's remit.
  • When disputes are inconclusive regarding fault or liability.
  • When communication is ineffective or a resolution cannot be agreed.
  • When a compliant resolution is not accepted by the Consumer.

NAPIT reserves the right to cease the process if a Consumer acts contrary to the NAPIT Complaints Policy, or communication becomes excessive, harassing, or time-consuming.

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