Complaints Policy
If you’re unhappy with our service, we want to put it right. This policy explains how to raise a complaint and what to expect.
How to complain
Please email info@ag-epc.co.uk with your name, property address, booking details and a summary of the issue. You can also call 0203 7275484.
What happens next
We will acknowledge your complaint and aim to investigate promptly. We may request additional information to help resolve the matter.
Resolution
Where appropriate, we will explain our findings and any proposed remedy. This may include re-attendance, correction of information, or other reasonable steps.
Raise a complaint
Email info@ag-epc.co.uk and we’ll respond as soon as possible.
Policy
Complaints Policy
We aim to deliver fast, accurate EPC assessments and a professional experience. If something hasn’t met your expectations, we’ll put it right quickly and fairly.
How to make a complaint
You can raise a complaint by email or phone. Please include your property postcode, the service requested, and a brief summary of the issue so we can investigate promptly.
Step 1: Contact us
Email info@ag-epc.co.uk or call 0203 7275484. We’ll acknowledge your complaint and confirm the next steps.
Step 2: Investigation
We’ll review the details, speak with the assessor where relevant, and request any additional information needed to understand what happened.
Step 3: Response times
We aim to acknowledge complaints within 2 working days and provide a full response within 10 working days. If we need more time, we’ll explain why and provide an updated timeframe.
What we may ask for
Your name and contact details, property address/postcode, booking date, and any supporting documents or photos.
Outcomes and resolution
Where appropriate, we may offer an explanation, correction, re-visit, or other reasonable remedy depending on the circumstances.
Escalation
If you’re not satisfied with our response, please reply to our email with “Escalation” in the subject line. A senior team member will review the complaint and respond.
Legal Requirements for EPCs
An Energy Performance Certificate (EPC) is a legal requirement in many situations. If you’re selling, letting, or managing a property, you may need a valid EPC in place before marketing or occupancy.
- Selling a property – an EPC is typically required before you can market the property for sale.
- Letting a property – landlords and agents usually need a valid EPC before advertising a rental.
- Minimum Energy Efficiency Standards (MEES) – rental properties must meet minimum EPC ratings, with penalties for non-compliance.
- Commercial premises – EPCs may be required when selling or letting non-domestic buildings.
Ready to book?
Use our booking form to request an EPC assessment.