Customer Complaints Procedure - Gas Technicians

As a professional body IGEM has a duty to investigate any complaints from the general public in reference to any of its current members and assist in achieving an amicable resolution between the two parties, where necessary.

You should make every attempt to resolve your grievance directly with the member before contacting IGEM.

IGEM does not address matters of commercial agreement or dispute, therefore you should contact:
Citizens Advice Bureau www.adviceguide.org.uk/index/your_world/consumer_affairs
For issues on safety of gas work undertaken by the member you should report this to Gas Safe by contacting www.gassaferegister.co.uk/help/make_a_complaint.aspx

If none of the above applies you should make every attempt to resolve your grievance directly with the member before contacting IGEM.

You can download IGEM’s Gas Technician Code of Conduct by clicking here. If you feel the member is in breach of any of the clauses in the Gas Technician Code of Conduct, and have not been able to come to an amicable resolution with the member, you can download the IGEM Customer Complaints Form by clicking here.

The complaints process is illustrated below:
1. Download the complaints form or request a postal version by contacting the IGEM Membership Manager on 01509 678153
2. Your complaint will be acknowledged and assessed
3. Where necessary the complaint will be escalated to the Complaints Panel, consisting of 3 senior gas industry experts
4. An update will be sent to you and the member
5. Both parties will be notified of the outcome, typically within 28 days
6. Where a complaint is upheld the member has 28 days to appeal against the decision
7. A fee of £30 will be charged should the member wish to appeal and this fee will be refunded should the appeal be successful
8. Applicable sanctions imposed if no appeal received after 28 days
9. If an appeal is received within 28 days this is forwarded to the Presidential Chain for consideration and their decision is final
10. All parties concerned will be notified of the outcome
11. Applicable sanctions imposed if the appeal is unsuccessful