Refcom F-Gas Certification & Refcom Elite

Complaints

Complaints may be received from any source. These may originate from clients, environmental control officers, Trading Standards departments, insurance companies, or similar organisations or persons.

The complaint may be against REFCOM, one of its registrants, or a Refrigerant Handler, or other individual. The scheme manager initially investigates the complaint to obtain comments from all of the parties involved. All complaints are referred to The REFCOM Appeals/Complaints Committee and the Scheme’s Advisory Committee is informed.

Complaints Process

A formal complaint must be submitted to the scheme manager in writing using the complaints form available on this website.

In order to ensure that the process is transparent and that all complaints are treated appropriately it is important to follow the complaints process. Further details may be requested before a complaint can be considered if sufficient evidence has not been provided.

REFCOM will acknowledge the receipt of a complaint. An appropriate manager will investigate and respond in full within 28 days of the complaint being received.

Complaints should be sent for the attention of:

The Scheme Manager
REFCOM
Old Mansion House
Eamont Bridge
Penrith
Cumbria
CA10 2BX

Complaints on behalf of another party

A complaint may be made as or on behalf of a Business, Charity or Trust, or on behalf of an individual as a solicitor or relative. In these cases please ensure that all relevant parts of the complaints form are fully completed including your contact details and those of the individual or organisation that the complaint is being made on behalf of.

Appeals

A right of appeal and appeal procedures are available when:

  1. An applicant is refused registration, or a registrant is given notice that its registration is to be suspended or withdrawn, or
  2. An individual is refused Refrigerant Handler or similar status, or is given notice that their Refrigerant Handler status is to be suspended or withdrawn.

In order to ensure that the process is transparent and that all appeals are treated fairly it is important the scheme manager initially obtains information from all of the parties involved. The appeal is then referred to REFCOM Appeals Committee and the Scheme’s Advisory Committee informed.

Appeal Process

An appeal must be made within 15 business days of the action being taken against the applicant or individual by REFCOM.

An appeal must:

  • Be made in writing.
  • Be received no more than 15 business days from the date of the action that is being challenged.
  • Include sufficient evidence as to the subject of the appeal.

An appeal is initially handled as a written appeal. It is expected that the majority of appeals will be resolved in writing without the need to progress further. Should the outcome of this be unsatisfactory to the appellant there is an option to progress to arbitration.

Appeals should be sent for the attention of:

The Scheme Manager
REFCOM
Old Mansion House
Eamont Bridge
Penrith
Cumbria
CA10 2BX

REFCOM will send an acknowledgement that an appeal has been received and commit to responding in full within 28 days.