NetRet Complaints Policy for PAS 2030:2023 Clients
NetRet Group Ltd has a formal complaints handling process for clients pursuing PAS 2030:2023 certification. Below is the complaints policy outlining how clients can raise complaints and escalate them to UKAS if necessary.
- Complaints Handling Process with NetRet
If a client has a complaint regarding NetRet's services, the following steps will be followed:
Logging and Acknowledgment:
- The complaint will be logged in the NetRet system.
- Send complaints to complaints@netregroup.co.uk
- A formal acknowledgment will be issued to the complainant within 72 hours.
Initial Investigation:
- NetRet will request details from the client regarding the issue.
- The client (installation organisation) will be asked to contact the complainant directly to attempt resolution.
Resolution Timeline:
- Within four weeks, it is expected that the issue will be resolved between the installation company and the complainant.
- Evidence of resolution must be provided to NetRet.
Escalation to Alternative Dispute Resolution (ADR):
- If the issue remains unresolved after four weeks, the complainant may access ADR services.
TrustMark Dispute Resolution Ombudsman (DRO):
- For TrustMark registered businesses, if the issue is still unresolved, the complainant may escalate to the DRO for further investigation.
- Further details on TrustMark complaints can be found here
NetRet Special Investigation Rights:
NetRet reserves the right to:
- Conduct a special visit to the complainant’s property or the installation company's office to investigate the complaint. This visit will be at the cost of the installation organisation.
- Request further evidence from the installation company on how the complaint was handled. Failure to comply could result in certification suspension.
- Increase the risk score of the business, which may result in additional surveillance inspections.
- Escalation to UKAS
If the complainant is dissatisfied with NetRet's resolution, they can escalate the complaint to UKAS (United Kingdom Accreditation Service), which oversees the certification process.
- UKAS can be contacted via their website or email.
- The complainant must provide evidence that all internal complaint handling procedures with NetRet have been exhausted before escalating.
NetRet will cooperate with UKAS investigations and provide all requested documentation.
Please send your complaint and supporting documentation to:
E-mail: customerfeedback@ukas.com or call 01784 429 000
