Customer Complaints & Communication Policy

EICR Pro — Operated by VCO Electrical Services Ltd

Last reviewed: October 2026

1. Our Commitment

EICR Pro is committed to providing professional electrical inspection, testing and compliance services and treating customers fairly and respectfully.

We aim to address genuine enquiries and complaints promptly and professionally while ensuring reasonable and proportionate communication.

2. Customer Enquiries

Customers should submit enquiries by email wherever possible so that accurate records can be maintained.

We aim to respond to routine enquiries within two working days.

Technical enquiries may require additional time for review by an appropriately competent person.

3. Electrical Installation Condition Reports (EICRs)

An EICR represents the inspecting electrician’s professional assessment of the electrical installation at the time of inspection.

Reports are based on inspection findings, test results, professional knowledge, experience and the applicable requirements of BS 7671 (IET Wiring Regulations).

Inspectors exercise professional engineering judgement when assigning observation classifications, including C1, C2, C3 and FI.

Different competent electricians may reasonably reach different conclusions in certain circumstances. A difference of professional opinion does not automatically establish that an original observation was incorrect.

All observations must nevertheless be technically justified.

We will review relevant evidence suggesting a technical error and make appropriate corrections where necessary.

Reports will not be amended solely because a customer disagrees with a finding, receives a different quotation or wishes to avoid necessary remedial works.

4. Employees and Subcontractors

Services may be undertaken by suitably competent employees of VCO Electrical Services Ltd or independent subcontractors.

Each inspecting electrician is responsible for exercising appropriate professional judgement and recording accurate inspection findings.

Complaints concerning services arranged through EICR Pro should be directed to EICR Pro, regardless of whether an employee or subcontractor performed the work.

The use of subcontractors does not remove VCO Electrical Services Ltd’s applicable contractual obligations or customers’ statutory rights.

5. Electrical Safety Recommendations and Quotations

Our remedial recommendations are based on the defects identified, electrical safety, equipment condition, manufacturer guidance, component compatibility and long-term reliability.

In certain circumstances, several methods of rectifying a defect may be technically possible.

EICR Pro will recommend the solution it considers most appropriate and is prepared to undertake based on the inspecting electrician’s professional assessment.

For example, a consumer unit replacement may be recommended where equipment is obsolete, replacement components are difficult to obtain, compatibility cannot be established or replacement is considered a more appropriate solution.

Our quotations reflect the works we recommend and are prepared to carry out. We are not obliged to offer every alternative repair method, particularly where safety, compatibility or reliability concerns exist.

Customers may obtain independent technical advice or alternative quotations from other suitably competent electrical contractors.

We will distinguish between works necessary to rectify identified safety defects and optional improvements where applicable.

6. Technical Disputes

Customers may request a technical review where they disagree with an observation, classification or recommendation.

Please identify the specific finding being disputed and supply any relevant technical evidence.

Where appropriate, the matter will be reviewed by our Qualified Supervisor or another suitably competent person.

Relevant reports, photographs, test results, manufacturer information and applicable technical requirements may be considered.

Where an error is established, appropriate corrective action will be taken.

7. Repeated or Excessive Correspondence

We aim to respond fairly and proportionately to customer concerns.

Where a matter has already been fully addressed, repeated requests for the same explanation may be referred to our previous correspondence.

Where communication becomes excessive or repetitive, we may consolidate responses, appoint a designated representative, request written correspondence or set reasonable response arrangements.

We may decline to repeat explanations where no material new information has been provided.

These measures will not prevent genuine complaints, new technical evidence, safety concerns or statutory rights from being considered.

8. Formal Complaints

Formal complaints should be submitted by email to:

complaints@vcoelectrical.co.uk

Please include the property address, relevant job or report reference, a description of the complaint, supporting evidence where available and the resolution requested.

We aim to acknowledge formal complaints within two working days and provide a substantive response within ten working days wherever reasonably practicable.

Where further investigation is required, we will provide an update.

9. Complaint Investigation

We will investigate complaints fairly using relevant records, correspondence, inspection findings and supporting evidence.

Where necessary, we may request further information or reasonable access to the property.

If an error or deficiency is established, we will take appropriate corrective action in accordance with our legal and contractual obligations.

10. Final Response and Complaint Closure

Following an investigation, we may issue a written final response explaining our findings and any proposed resolution.

Once a complaint has been reasonably investigated and addressed, it may be closed for internal administrative purposes.

Repeated correspondence concerning issues already considered may be referred to the final response unless relevant new evidence or outstanding obligations require further consideration.

Complaint closure does not restrict statutory consumer rights.

11. Respectful Communication

We expect customers, employees and subcontractors to communicate respectfully.

Disagreement alone is not unreasonable behaviour.

However, abusive, threatening, harassing or persistently unreasonable conduct may result in communication being managed through written correspondence or a designated company representative.

Any restrictions will be reasonable and proportionate.

12. NAPIT and Independent Escalation

VCO Electrical Services Ltd is registered with NAPIT.

Where a complaint concerns work within the company’s applicable NAPIT certification scope, customers may be eligible to use NAPIT’s complaints process.

NAPIT registration does not necessarily mean every EICR arranged through EICR Pro is covered by NAPIT certification.

NAPIT determines whether a complaint falls within its remit.

Customers should ordinarily give EICR Pro an opportunity to investigate and resolve the complaint before seeking external escalation.

Further information is available at:

https://www.napit.org.uk/complaints/

Nothing in this policy restricts statutory consumer rights or access to relevant independent or regulatory organisations.

13. Submitting a Complaint

Please email: