Introduction
We always aim to provide a high standard of service and professionalism while conducting EPC assessments. Our customers' views are of the utmost importance to us and help to ensure our services are consistently meeting our customers needs. If you are unhappy with any aspects of the  service you have received please follow this policy to raise a complaint.

Making a suggestion
We are always happy to hear from customers about ways we can improve our service. If you would like to make a comment or suggest improvements we could make, please use the following contact details:

Call, text or Whatsapp: 07353 864185

Email: mail@libertine-energy.co.uk

Making a complaint
We aim to handle complaints quickly, efficiently, and in a fair and honest way. We take all complaints seriously and use the valuable information from investigating complaints to help us improve the service we provide. We treat all complaints in strict confidence.

Libertine Energy Surveys assures clients that it will not withdraw or reduce services because someone makes a complaint in good faith.

Anyone affected by the way Libertine Energy Surveys operates can make a complaint, or a representative may complain on behalf of the affected person if they cannot make a complaint themselves.

Complaints procedure
In writing: Please send your complaint in writing using the following contact information. Please provide as much detail as possible and attach any supporting images or documentary evidence. Please send to: mail@libertine-energy.co.uk.

By telephone: If you prefer to speak to someone to make your complaint, this can be done by calling the following number. Please make sure you have all relevant details to hand. Please call Mark Romaine on 07353 864185.

Anonymous complaints
We deal with anonymous complaints under the same procedure; however we will be unable to update you on the findings of our investigation.

Responsibility
The Registered Manager has overall responsibility for dealing with all complaints made to Libertine Energy Surveys.

We will provide as far as is reasonably practical:
- any help you need to understand the complaints procedure and/ or;
- advice on where you may get that help.

How we handle complaints
Once a complaint is received it will be acknowledged in writing by Libertine Energy Surveys within 24 hours. The complaint itself will be investigated thoroughly by the Registered Manager within 7 days. If additional information is required this will be requested from the complainant. Upon conclusion of the investigation you will be informed in writing of the findings, informed of the next steps and given an opportunity to comment and/ or reply.

Time limits
Please inform Libertine Energy Surveys of your intention to complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than six months later, we may not be able to investigate properly. However we will consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. This will be decided on a case by case basis.

Further steps
If, at any stage of the process, you are not happy with the way we are dealing with your  complaint please contact us at: mail@libertine-energy.co.uk or 07353 864185.

Escalate your complaint
If, once we have dealt with your complaint, you are not happy with the outcome you can refer your complaint to our Energy Assessor Accreditation Scheme - Elmhurst Energy. Please be advised Elmhurst Energy will not normally investigate any complaints until we have had an opportunity to respond to you and resolve matters. 

You can contact our Energy Assessor Accreditation Scheme at: Elmhurst Energy Ltd, 01455 883250, www.elmhurstenergy.co.uk/contact-us, enquiries@elmhurstenergy.co.uk.

Updated: 30th July 2026