Complaints procedure

If something isn't right, tell me

I want every customer to be happy with their EPC and with how I've dealt with them. Mourneview EPC is run by Declan Hughes, a Domestic Energy Assessor accredited through Elmhurst Energy (EES/037224).

1. Contact me

The quickest way is to ring me on 07778 519008, or email info@mourneviewepc.co.uk. If you'd rather meet in person, we can arrange a time that suits us both.

Please tell me your name and contact details, the EPC certificate number or property address, and what has gone wrong, with any evidence that supports your complaint.

2. What I'll do

I'll acknowledge your complaint within 3 working days and give you a full reply within 10 working days of receiving it. If it's going to take longer, I'll tell you how long I expect it to take. I report every complaint to Elmhurst Energy, as my accreditation requires.

3. If you're still not happy

You can take your complaint to my accreditation scheme, Elmhurst Energy, who will deal with it under their own complaints procedure. If it still can't be resolved, they have an internal appeals process.

Elmhurst Energy Systems Ltd
16 St Johns Business Park, Lutterworth, Leicestershire, LE17 4HB
Phone: 01455 883 250 · elmhurstenergy.co.uk (complaints form under Contact us)

Records

I keep records of complaints and their outcomes for at least 7 years, and only share the outcome with the people involved. See the privacy notice.

Last updated November 2026