Complaints about a Member of a NAPIT Scheme

This form must be completed by the customer or any assisting party who would like to make a formal complaint about a NAPIT member. NAPIT are committed to investigate all reports of technical incompetence.

Please complete this form as fully as possible to assist us in processing your complaint. If you have any problems filling in this form please contact Customer Services on 0345 543 0330.

A copy of the information submitted in this form will be delivered to the email address in section 1.

Section 1. Complainant Details

If you are completing this form on behalf of the customer please summarise your involvement below and then complete Section 2 (maximum 1000 characters)
Please be aware that if you do not have the customer's permission to make this complaint the process may be hindered.

Section 2. Customer Details

Only complete this section if the details in Section 1 are not the customers

Section 3. NAPIT Member

Please provide as much information as you can

Section 3. NAPIT Member

Please indicate the nature of the complaint: (select all that apply)


Have you raised your complaint directly with our member?

If Yes please summarise response. If No please state why (maximum 1000 characters)
Please note that the member must have been given sufficient opportunity to resolve the matter prior to raising the issue with NAPIT.

Has any action been taken to attempt to rectify the situation?
If Yes please provide details below.

Have you raised your complaint with another body (e.g. TSI CCS, MCS, UKAS)?

Have you instigated formal legal proceedings?

Section 4b. Installation Details

Please indicate the type of work carried out:

Please give a summary of the work and your complaint below (maximum 1000 characters)

Were you issued a contract for this work?

Have you been issued with a Building Regulations Certificate of Compliance for this work?

MCS installations only: Have you been issued with an MCS Certificate?

Section 5. Your Declaration

Please be aware that for complaints of a technical nature NAPIT can only issue rectification notices against the company responsible. If our member is refused permission to put the work right (or arrangements to do so are rejected) NAPIT's involvement in the matter can go no further except for any action we may take against our member.

Please use the box below if you would like to provide any additional information to support your complaint or clarify your position: (max 1000 characters)

Thank you for taking the time to complete this form. We suggest you save a copy for your records. By submitting this form you are declaring that the information provided in this form is correct. If you do not receive an acknowledgment within 5 working days please contact NAPIT Customer Services on 0345 5430330.

Please Note:

  1. Complaint investigations may be hindered where a written contract for the work has not been issued.
  2. NAPIT may suspend the investigation of this complaint if you take legal action against the NAPIT member.
  3. NAPIT will consider suspending the complaint if the member takes legal action against you the complainant.
  4. Do not undertake remedial work through an independent third party unless this third party was appointed by the member or NAPIT. Any such remedial work authorised by you may inhibit the extent to which NAPIT can investigate and resolve the complaint.
  5. Complaints must be registered no more than six years after the date that the system was commissioned.
  6. Complaints will be handled in accordance with the NAPIT Complaints Policy. This includes a section on what we expect of you in order to best assist in processing your case.