Complaints Procedure

CIBSE Certification is required by the CLG to have a robust and equitable complaints procedures for use by anyone wishing to make a complaint in the following circumstances:

• Complaint against CIBSE Certification itself e.g. about the service, staff attitude
• Complaint about a CIBSE Certification accredited Energy Assessor e.g. their conduct, quality of service
• Complaint about an energy certificate e.g. the energy grading of their building or the contents of the recommendations report

Because complaints may vary from the very simple to the very complex CIBSE Certification is allowed by the CLG to apply a charge for the investigation of complaints arising from the preparation and issue of non-domestic energy certificates.

All complaints are unique and due to the vast number of variables that could need to be investigated to resolve a complaint we cannot set a standard charge – all complaints will be assessed on their individual merits. To ensure that costs are transparent from the outset we will advise you upon the receipt of a complaint whether there will be a charge and, if so, how much that will be.

Please ensure that you make all complaints in writing and send them to This e-mail address is being protected from spambots, you need JavaScript enabled to view it