Effective Date: 1 February 2026 | Last Updated: 2 March 2026

Introduction

The Retrofit Group is a trading name of SW Retrofit Group Ltd. We always aim to provide our clients with the best standard of care. If you are unhappy with the service provided, we encourage you to let us know so that we can address your concern and improve our service for others.

Making a Suggestion

We find that often it is easier to suggest an improvement rather than make a formal complaint. We encourage all our customers to make suggestions.

Suggestions should be made directly to the assessor who carried out your work. If you are unsure who to contact, or the suggestion relates to The Retrofit Group more broadly, please email [email protected].

Making a Complaint

We aim to handle complaints quickly, fairly, and honestly. We take all complaints seriously, treat them in confidence, and value the information they provide on how we can improve.

No services will be withdrawn or reduced because someone makes a complaint in good faith.

Who Can Lodge a Complaint

Anyone affected by the way a service has been provided can make a complaint. An appointed representative may complain on behalf of the affected person if the affected person:

- is deceased

- cannot make a complaint themselves, or

- has given explicit consent for the representative to act on their behalf

How to Make a Complaint

Stage 1 — Contact Your Assessor

In the first instance, please contact the assessor who carried out your work directly, using the contact details provided in your terms of engagement or booking confirmation.

Please include the word "Complaint" in the subject line of any email so it can be identified as such.

Stage 2 — Escalation

If you are not satisfied with the assessor's response, or you would prefer not to contact them directly, you can escalate your complaint by emailing [email protected]. Please include:

- The date of your assessment

- The name of your assessor

- The nature of your complaint

- Any relevant documentation

Stage 3 — Accreditation Scheme

If your complaint has not been resolved to your satisfaction through Stages 1 and 2, you may refer it to the assessor's accreditation scheme. Details of the relevant scheme are included in your terms of engagement.

For EPC-related complaints, you may also contact the assessor's accreditation body listed on the EPC itself.

For Retrofit Assessment complaints, you may also contact TrustMark:

Website: www.trustmark.org.uk

Tel: 0333 555 1234

Please note: accreditation schemes and TrustMark will not normally investigate a complaint until the assessor has had an opportunity to respond and resolve matters.

How We Handle Complaints

The assessor responsible for your work will review your complaint, conduct an investigation, and respond to you directly. Complaints will be acknowledged within 5 working days and a full response provided within 20 working days.

Once the investigation has been completed, you will be notified of the outcome, including any actions taken and how we plan to prevent similar issues in future.

Time Limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, it may not be possible to investigate properly. However, we will consider whether you had good reason for not complaining sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Contact

Your assessor: Contact details are in your terms of engagement or booking confirmation

General enquiries: [email protected]