BM GROUP LIMITED T/A BM ELECTRICALS
Customer Complaints, Escalation & Resolution Policy

Company: BM Group Limited trading as BM Electricals
Company Registration Number: 10671677
Registered in: England and Wales
Telephone: 0330 043 9059
Email: info@bmelectricals.co.uk
Website: www.bmelectricals.co.uk

Policy Owner: Managing Director
Review Frequency: At least annually
Version: 1.0
Effective Date: August 2026

PURPOSE

BM Group Limited trading as BM Electricals (“BM Electricals”, “we”, “us” or “our”) is committed to providing a professional, safe, reliable and high-quality service to all customers.

We recognise that occasionally a customer may be dissatisfied with an aspect of our service, workmanship, communication, administration or customer care.

We welcome complaints and feedback because they provide an opportunity to:

resolve concerns fairly and promptly;

maintain good customer relationships;

identify areas where our services can be improved;

identify recurring problems or trends;

improve our quality management processes;

improve training and supervision;

prevent similar issues from occurring again; and

demonstrate accountability and professional standards.

Customers will not be treated unfairly or disadvantaged because they have raised a genuine complaint.

SCOPE

This policy applies to complaints relating to services provided by BM Electricals, including where applicable:

electrical installation works;

electrical maintenance and repairs;

electrical testing and inspection;

EICRs and electrical certification;

fault finding;

consumer unit and distribution board works;

commercial electrical installations;

emergency lighting;

fire alarm electrical works;

EV charging installations;

Solar PV installations;

battery energy storage installations;

renewable energy installations;

workmanship;

materials supplied as part of our works;

project management;

delays or missed appointments;

communication;

quotations and invoicing;

conduct of employees;

conduct of subcontractors working on our behalf; and

customer service.

Where work has been carried out by a subcontractor appointed by BM Electricals, customers should normally raise their complaint directly with BM Electricals. We will investigate the matter with the subcontractor where appropriate.

DEFINITIONS

For the purposes of this policy:

Business Day means Monday to Friday, excluding public and bank holidays in England.

Complaint means an expression of dissatisfaction concerning our services, workmanship, conduct, administration or customer service where a response or resolution is reasonably expected.

Complaint Reference means the unique reference assigned to a formal complaint.

Complainant means the customer or authorised representative making the complaint.

Remedial Works means reasonable corrective work undertaken to address a verified defect or issue for which BM Electricals is responsible.

Final Response means our written response following completion of our investigation.

External Resolution means referral of an unresolved complaint to an appropriate certification body, consumer protection scheme, alternative dispute resolution provider or other competent organisation where applicable.

OUR COMMITMENT

BM Electricals will endeavour to ensure that complaints are:

taken seriously;

acknowledged promptly;

handled professionally and respectfully;

investigated objectively;

treated confidentially;

assessed based on available facts and evidence;

resolved as quickly as reasonably possible;

escalated where necessary;

appropriately documented; and

used to support continual improvement.

Where we identify that we have made an error, we will seek to put matters right within a reasonable and proportionate timeframe.

WHAT IS A COMPLAINT?

Examples include dissatisfaction concerning:

quality of workmanship;

incomplete or defective works;

damage allegedly resulting from our work;

delays;

missed appointments;

communication;

behaviour or conduct of personnel;

electrical certification;

installation performance;

failure to follow agreed specifications;

incorrect invoicing;

failure to respond within a reasonable period;

Solar PV, battery or EV installation issues; or

failure to provide an agreed service.

General enquiries, quotation requests and requests for information will normally be dealt with through our normal customer service process rather than this complaints procedure.

Formal legal proceedings, insurance claims and data protection rights requests may also be subject to separate procedures.

HOW TO MAKE A COMPLAINT

Customers may submit a complaint by:

Email:
info@bmelectricals.co.uk

Telephone:
0330 043 9059

Customers are encouraged to make complaints in writing wherever possible because this helps us maintain an accurate record and investigate the matter efficiently.

A customer will not be prevented from raising a complaint because they initially contacted us by telephone.

INFORMATION WE MAY REQUIRE

To help us investigate a complaint, customers should provide as much relevant information as reasonably possible, including:

full name;

installation or service address;

telephone number;

email address;

quotation, invoice, job or contract reference where available;

description of the complaint;

dates of relevant events;

names of persons involved where known;

photographs or videos where relevant;

copies of relevant correspondence;

electrical certificates or reports where relevant;

details of any alleged defect;

details of previous attempts to resolve the matter; and

the outcome or remedy being requested.

Customers should not delay reporting an urgent electrical safety issue while gathering documentation.

URGENT SAFETY COMPLAINTS

Any complaint suggesting an immediate electrical or health and safety risk will be prioritised.

Examples may include:

exposed live conductors;

burning smells or overheating;

electrical arcing;

repeated protective device operation indicating a potentially dangerous fault;

unsafe equipment;

serious damage to electrical equipment;

suspected risk of electric shock; or

another potentially dangerous condition associated with our work.

Customers should not interfere with electrical equipment where it may be unsafe to do so.

Where appropriate, BM Electricals may provide immediate safety instructions and arrange an inspection.

COMPLAINT ACKNOWLEDGEMENT

Once a formal complaint is received:

The complaint will be recorded in our Complaints Register.

A Complaint Reference will be assigned where appropriate.

We aim to acknowledge the complaint within 5 Business Days.

The customer will be advised who is responsible for handling the complaint or which department is investigating it.

Where possible, straightforward complaints will be resolved without requiring a lengthy formal investigation.

INVESTIGATION

The person investigating the complaint may:

review the quotation and contract;

review job sheets;

review photographs and installation records;

review electrical test results;

examine relevant certificates;

review emails, messages and telephone records where available;

speak with employees or subcontractors involved;

request further information from the customer;

inspect materials or equipment;

arrange a site inspection; and

obtain technical advice where necessary.

The investigation will be proportionate to the nature and seriousness of the complaint.

SITE INSPECTIONS

Where a complaint concerns workmanship, installation quality, electrical safety or equipment performance, BM Electricals may arrange a site inspection.

Customers should provide reasonable access to allow us to investigate an alleged defect.

Where appropriate, photographs, test results and inspection findings may be recorded as part of the complaint investigation.

A site inspection does not automatically constitute an admission of liability.

REMEDIAL WORKS

Where our investigation identifies defective workmanship or another matter for which BM Electricals is responsible, we will determine an appropriate remedy.

Depending upon the circumstances, this may include:

returning to inspect the installation;

completing outstanding works;

correcting defective workmanship;

replacing defective materials supplied by us where appropriate;

rectifying documentation or certification;

providing additional explanation or technical information;

arranging further testing;

providing an apology;

issuing an appropriate refund or credit where justified; or

another reasonable corrective action.

Any remedy will depend on the individual circumstances and our contractual and legal obligations.

TIMESCALES

BM Electricals aims to:

Acknowledge complaints: within 5 Business Days.

Investigate and provide a substantive response: normally within 14 days where reasonably practicable.

Some complaints may require additional time because of:

technical investigations;

site inspections;

manufacturer investigations;

obtaining replacement components;

subcontractor investigations;

third-party involvement;

certification body involvement; or

complex contractual matters.

Where we cannot reasonably conclude the investigation within the anticipated timeframe, we will inform the customer and provide an update on the reason for the delay and the expected next steps.

COMPLAINT OUTCOMES

Following our investigation, we will communicate our findings to the customer.

Where appropriate, our response will explain:

what we investigated;

relevant findings;

whether the complaint has been upheld, partially upheld or not upheld;

reasons for our decision;

corrective action proposed or already undertaken;

any further information required; and

available escalation options.

ESCALATION WITHIN BM ELECTRICALS

If a customer remains dissatisfied with the initial response, they may request that the complaint is reviewed by senior management.

The review will consider:

whether the complaint was investigated appropriately;

whether relevant evidence was considered;

whether the proposed resolution was reasonable; and

whether further investigation or corrective action is required.

The Managing Director, or an appropriately appointed senior representative, will have overall responsibility for final internal escalation.

EXTERNAL RESOLUTION

BM Electricals aims to resolve complaints directly with customers wherever reasonably possible.

Where a complaint concerns work covered by an applicable certification or consumer protection scheme and the customer remains dissatisfied after completing our internal complaints procedure, the customer may be able to refer the matter to the relevant external organisation.

For applicable NICEIC-related complaints, customers may contact:

NICEIC / Certsure LLP
Warwick House
Houghton Hall Park
Houghton Regis
Dunstable
LU5 5ZX

Telephone: 01582 539036
Email: complaints@certsure.com

The availability and scope of an external complaints or dispute resolution process will depend upon the nature of the work and the applicable scheme.

For renewable energy installations, additional complaint or dispute resolution routes may apply depending upon the relevant certification, consumer code, contractual arrangements and installation.

Nothing in this policy removes or limits any statutory rights available to a consumer.

CUSTOMER CO-OPERATION

We ask customers to cooperate reasonably with an investigation by:

providing accurate information;

supplying relevant documentation;

providing photographs where requested;

allowing reasonable access for inspections or remedial work;

preserving relevant evidence;

responding to reasonable requests for information; and

allowing BM Electricals a reasonable opportunity to investigate and, where appropriate, rectify an alleged defect.

Where another contractor alters, removes or repairs the relevant installation before BM Electricals has had a reasonable opportunity to inspect it, this may affect our ability to establish the cause of the problem.

This does not affect any rights the customer may have where urgent action is reasonably necessary for safety or to prevent further damage.

UNREASONABLE OR ABUSIVE CONDUCT

BM Electricals understands that customers may be frustrated when raising a complaint and we will remain professional when dealing with difficult situations.

However, we will not tolerate:

threats;

harassment;

discriminatory abuse;

aggressive or intimidating behaviour;

deliberate misuse of the complaints procedure; or

abusive communications towards our employees or contractors.

Where such behaviour occurs, communication may be restricted to a nominated contact person or written correspondence.

This will not prevent a genuine complaint from being properly considered.

VULNERABLE CUSTOMERS

BM Electricals will make reasonable efforts to identify and accommodate customers who may require additional assistance when making or progressing a complaint.

Where reasonably practicable, this may include adjusting how we communicate or allowing an authorised representative to assist the customer.

CONFIDENTIALITY AND DATA PROTECTION

Complaints will be handled confidentially and information will only be shared with persons who reasonably require access for the purpose of investigating or resolving the complaint, or where disclosure is otherwise required or permitted by law.

Personal information relating to complaints will be processed in accordance with:

UK General Data Protection Regulation (UK GDPR);

Data Protection Act 2018; and

BM Electricals’ applicable privacy and data protection procedures.

Where appropriate, anonymised information from complaints may be used for training, quality improvement and management reporting.

COMPLAINT RECORDS

BM Electricals will maintain appropriate records of formal complaints.

Records may include:

date received;

customer details;

job or contract reference;

complaint category;

details of the complaint;

assigned complaint owner;

correspondence;

investigation records;

photographs;

inspection results;

actions taken;

remedial works;

resolution date;

outcome; and

lessons learned.

Complaint records will be retained for an appropriate period in accordance with our legal, contractual, insurance and data protection requirements.

MONITORING AND CONTINUAL IMPROVEMENT

Complaints will be reviewed periodically to identify:

recurring workmanship issues;

recurring product failures;

communication problems;

training requirements;

supplier or subcontractor performance issues;

health and safety concerns;

administrative errors;

certification issues; and

opportunities to improve our processes.

Where recurring problems are identified, corrective or preventative action may be implemented.

This may include:

employee training;

toolbox talks;

changes to working procedures;

supplier reviews;

subcontractor reviews;

additional supervision;

revised quality checks; or

changes to customer communication procedures.

SUBCONTRACTORS

Subcontractors carrying out work on behalf of BM Electricals are expected to cooperate fully with any complaint investigation relating to their work.

Where appropriate, subcontractors may be required to:

provide records;

provide photographs;

explain works undertaken;

attend site inspections;

assist with remedial works; and

implement corrective actions.

BM Electricals will remain responsible for managing complaints made directly to us concerning services provided under our contract, subject to the applicable contractual arrangements.

EMPLOYEE RESPONSIBILITIES

All BM Electricals employees and representatives are expected to:

treat customers respectfully;

report complaints promptly;

avoid making inappropriate admissions or promises;

preserve relevant evidence;

cooperate with investigations;

escalate safety concerns immediately; and

implement authorised corrective actions.

Employees must not deliberately discourage a customer from making a complaint.

MANAGEMENT RESPONSIBILITY

Overall responsibility for this Complaints Policy lies with the Managing Director of BM Group Limited trading as BM Electricals.

Management is responsible for ensuring that:

complaints are appropriately recorded;

serious complaints are escalated;

investigations are proportionate and impartial;

corrective actions are implemented;

complaint trends are reviewed; and

this policy remains appropriate to the activities of the business.

QUESTIONS ABOUT THIS POLICY

For questions regarding this policy or to make a complaint, please contact:

BM Group Limited trading as BM Electricals

Telephone: 0330 043 9059
Email: info@bmelectricals.co.uk
Website: www.bmelectricals.co.uk

POLICY REVIEW

This Complaints Policy will be reviewed:

at least annually;

following a significant complaint where lessons are identified;

following significant changes to the business;

following changes to relevant certification or consumer protection requirements; or

following significant changes to applicable legislation or regulatory requirements.

Any necessary amendments will be approved by the Managing Director.