Skip to main content

Your Basket

Your basket is empty. Continue shopping to add products to your basket.

Call Centre

Test

Test test

Complaints Policy Statement

This policy outlines how complaints raised against Members that are within the companies remit are handled.

This statement provides an overview, and the full NAPIT Complaints Policy document contains further detailed information.

This process applies when a NAPIT Registered Business and/or a NAPIT Registered Tradesperson (a “Member”) has carried out work covered by their certification on a property as contracted. It does not replace or restrict consumer rights associated with service purchases.

Back to complaints

Our role in complaint handling:

Key Prinicples

1. Impartial Investigation: 

  • All complaints are investigated impartially.
  • The goal is to ensure the carried-out work(s) are technically compliant with the relevant standards to reach an appropriate and suitable resolution.

2. Responsibility and Limitations:

  • Once a complaint has been confirmed by NAPIT as valid it is the Members responsibility to resolve complaints and address any compliance concerns appropriately, relating to their scope of NAPIT Certification.
  • Whilst legally trading and for a period of 6 years the Member is responsible for the compliance of the completed work. 
  • NAPIT does not pay any party compensation, complete or fund rectification work.
  • If a complaint falls outside the company's remit, clear communication and guidance on seeking resolution elsewhere will be provided.

3. Process:

  • Consumers/Consumer Representatives’ must give Members an opportunity to resolve complaints directly prior to reporting to NAPIT, by formally contacting the Member in writing and allowing 14 days for a response.
  • If a response is not received from the Member, complaints can be reported to NAPIT via the online form here.
  • If concerns remain outstanding following involvement from the Member, complaints can be reported to NAPIT via the online form here.

Complaints Process

The duration of the NAPIT Complaints Process can vary, but here are some general guidelines:

  • Reporting to NAPIT: Once you report the complaint to NAPIT, it will be logged and an acknowledgement sent within 5 working days.
  • Investigation Process: NAPIT will confirm if the complaint is within scope to investigate, and if so, will gather the relevant information and coordinate reviews appropriately.
  • NAPIT Standards of Service: NAPIT ensures that during the complaints process, any communication is responded to within 10 working days, unless specific communication dates have been agreed upon. 
  • Resolution and Compliance: The overall process duration depends on how quickly the compliance can be agreed and achieved, with any necessary rectifications. If the issue is resolved promptly, the process may conclude within a few weeks. However, if more extensive work is required or the process is hindered in any way, timescales could be affected, and resolution delayed.

Timeframes are approximate, and individual cases may vary. NAPIT prioritises timely resolution while ensuring fairness and thoroughness in handling complaints.

Call Centre