Complaints procedure

Last updated: September 2026

Our commitment

We aim to deliver every survey and assessment to a high standard. If you are not satisfied with any part of our service, please tell us. Every complaint is taken seriously, handled fairly, and used to improve how we work. Making a complaint will not affect how we treat you.

How to make a complaint

Please put your complaint in writing, by email or post, so that we have a clear record of it:

Email: info@mees.co.uk
Post: Complaints, Measured Energy Efficiency Solutions Ltd, Unit B2 Charity Farm, Dorchester Road, Lytchett Minster, Dorset BH16 6JF

It helps if you include your name and contact details, the property address, the service concerned, what went wrong, and what you would like us to do about it. If you would prefer to raise it by phone first on 01202 070155, we will write to you to confirm the details.

What happens next

1. Acknowledgement. We will acknowledge your complaint in writing within 5 working days and tell you who is dealing with it.
2. Investigation. A director who was not directly involved in the work will review the complaint, the file, and any relevant correspondence. We may contact you for further information.
3. Our response. We will send you a full written response within 20 working days of acknowledging your complaint, explaining what we found, whether we uphold the complaint, and what we will do. If we need longer, we will tell you why and give you a new date.
4. Review. If you are not satisfied with our response, you can ask for it to be reviewed by writing to us within 20 working days. A final response will be sent within a further 20 working days.

If you remain dissatisfied

If our complaints procedure has been completed and you are still unhappy, or if we have not given a final response within 8 weeks of your complaint, you may be able to refer the matter to an independent redress scheme.

Complaints about how we handle personal information can also be referred to the Information Commissioner’s Office. See our privacy notice for details.

Records

We keep a record of every complaint and its outcome, and review them regularly to identify anything we should change.