1. Our Commitment
VCO Electrical Services Ltd is committed to providing professional electrical services and treating customers fairly and respectfully.
We welcome reasonable enquiries and genuine complaints concerning inspections, reports, quotations and completed works.
This policy explains our complaints process, how technical disputes are reviewed and how we manage repeated or excessive correspondence.
2. Customer Enquiries
Customers should contact us by email wherever possible to ensure an accurate record of communications.
We aim to respond to routine enquiries within two working days.
Complex technical matters may require additional time for review by a suitably qualified person.
Where multiple enquiries relate to the same issue, we may combine them into one response.
3. Electrical Installation Condition Reports (EICRs)
An Electrical Installation Condition Report represents the inspecting electrician's professional assessment of the electrical installation at the time of inspection.
Reports are prepared using the inspecting electrician's knowledge, qualifications, experience, inspection findings, test results and understanding and interpretation of the applicable requirements of BS 7671 (IET Wiring Regulations).
Inspection and testing require professional engineering judgement, particularly when assessing potential dangers and assigning observation classifications.
Different competent electricians may reasonably reach different conclusions in certain circumstances. A difference of professional opinion does not automatically establish that an original report or classification was incorrect.
However, all observations and classifications must be technically justifiable.
VCO will consider genuine technical concerns and relevant evidence. Where a mistake is established, appropriate corrections will be made.
Observations will not be removed solely because a customer disagrees with the report, considers remedial works expensive or wishes to obtain a satisfactory result without addressing identified defects.
4. Employees and Subcontractors
VCO Electrical Services Ltd undertakes electrical work using appropriately competent employees and, where required, independent subcontractors.
Electrical inspections and reports may be undertaken by suitably competent electricians working directly for VCO or engaged as subcontractors.
Each inspecting electrician is responsible for exercising professional judgement when assessing the installation and recording inspection findings.
Where work is arranged through VCO, customer complaints should be submitted directly to VCO regardless of whether an employee or subcontractor completed the work.
We may consult the relevant electrician or subcontractor when investigating a complaint.
Use of subcontractors does not remove VCO's applicable contractual responsibilities or customers' statutory rights.
5. Electrical Safety Recommendations and Quotations
All remedial recommendations are based on the inspecting electrician's professional assessment of the defects identified, the overall condition of the electrical installation and the applicable requirements of BS 7671 (IET Wiring Regulations).
When recommending remedial works, VCO Electrical Services Ltd considers electrical safety, the age and condition of existing equipment, compatibility of replacement components, manufacturer guidance and the long-term reliability of the installation.
In some circumstances, several methods of rectifying an electrical defect may be technically possible. However, VCO Electrical Services Ltd will recommend the solution it considers most appropriate based on its professional assessment, the specific circumstances of the installation and the standard of work the company is prepared to undertake.
For example, replacement of a consumer unit may be recommended where existing equipment is obsolete, suitable replacement components are difficult to obtain, manufacturer-approved compatibility cannot be established, or complete replacement is considered a more appropriate solution to the defects identified.
Our quotations reflect the works we recommend and are prepared to carry out. We are not obliged to offer every possible alternative repair method, particularly where concerns exist regarding electrical safety, component compatibility, equipment condition or long-term reliability.
Where an alternative method of repair may be technically possible, this does not automatically invalidate our original recommendation or quotation.
Customers are free to obtain independent technical advice or alternative quotations from other suitably competent electrical contractors.
We will distinguish between works considered necessary to rectify identified safety defects and optional improvements or upgrades where applicable.
6. Technical Disputes
Customers may dispute specific observations or classifications by submitting relevant technical information or supporting evidence.
Where necessary, the matter will be reviewed by our Qualified Supervisor or another suitably competent person.
We may consider photographs, test results, inspection notes, manufacturer's guidance and applicable electrical safety requirements.
We will explain the outcome of our review and correct established errors where appropriate.
A difference of professional opinion alone does not automatically require an EICR to be amended.
7. Repeated or Excessive Correspondence
VCO Electrical Services Ltd aims to provide clear, professional and proportionate responses to customer enquiries.
Where a question or concern has been fully addressed, further correspondence repeating the same matter may be referred to our previous response.
Where correspondence becomes repetitive, excessive or unreasonable, we may:
- Consolidate multiple enquiries into one written response.
- Refer customers to information previously provided.
- Appoint a single representative to manage correspondence.
- Require further communication to take place in writing.
- Set reasonable limits on the frequency of responses.
- Decline to repeat explanations where no relevant new information has been provided.
These measures will not prevent the consideration of genuine complaints, new technical evidence, safety concerns or statutory rights.
8. Formal Complaints Procedure
Formal complaints should be submitted in writing to:
complaints@vcoelectrical.co.uk
Please include the property address, relevant job or report reference, details of the complaint, supporting evidence where available and the resolution being 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 Investigations
We will review complaints fairly using relevant reports, correspondence, photographs, inspection results and other available information.
Where necessary, additional information or access to the property may be requested.
Where an error or deficiency is established, we will take appropriate corrective action in accordance with our legal and contractual obligations.
10. Final Response and Case Closure
Following an investigation, we may issue a written final response explaining our findings and any proposed resolution.
Where an issue has been investigated and reasonably addressed, the complaint may be closed for internal administrative purposes.
Repeated correspondence concerning matters already addressed may not receive further detailed responses unless relevant new evidence, additional safety concerns or outstanding obligations require further consideration.
Closing a complaint does not restrict statutory consumer rights or access to applicable external complaint procedures.
11. Respectful Communication
We expect customers and employees to communicate respectfully.
Disagreement with our findings will not, by itself, be considered unreasonable behaviour.
However, abusive language, threats, harassment or persistently unreasonable demands may result in communications being restricted to written correspondence or a nominated representative.
Any restrictions will be reasonable and proportionate.
12. NAPIT and Independent Escalation
VCO Electrical Services Ltd is registered with NAPIT.
Customers may refer complaints to NAPIT where the matter falls within its applicable certification and complaints-handling remit.
Our NAPIT registration does not imply that every service provided or every inspection undertaken is covered by NAPIT certification.
Customers should ordinarily provide VCO with an opportunity to investigate and resolve a complaint before pursuing external escalation.
NAPIT determines whether a complaint falls within its remit.
Further information is available at:
https://www.napit.org.uk/complaints/
Nothing in this policy limits statutory consumer rights or access to relevant independent or regulatory bodies.
13. Submitting a Complaint
Please email:
complaints@vcoelectrical.co.uk
Include the property address, relevant report reference and details of your concern.
Last reviewed: October 2026.