If a customer of a FENSA Approved Installer has an issue with their installation related to non-compliance to Building Regulations and is unable to resolve this through the installer's complaints process, they may take their complaint to FENSA.
This is how our complaints process works:
- We receive the customer's complaint.
- Once we are satisfied the complaint relates to non-compliance to Building Regulations, we'll send the installer the details of the complaint.
- The installer has an opportunity to respond.
- We will then decide on the best path forward to ensure compliance to Building Regulations.
We recommend reading our Complaints Terms and Conditions which can be requested from our Complaints team at firstname.lastname@example.org.