Once a complaint has been made, the Institute will contact the member in question to see if the complaint can be resolved without any further intervention from the Institute. Normally this is as far as most complaints get, as many are due to bad communication between the plumber and their customer. However, in some circumstances further action has to be taken and the Institute's Professional Standards Committee becomes involved. The Committee is made up of voluntary members throughout the plumbing industry, IPHE Head Office Staff and Trading Standards Officers.
A complaint form needs to be obtained from Head Office and completed by the consumer. Once this is returned to Head Office, a copy is then sent to the plumber concerned. If needed, a Professional Standards Inspector will be sent along to make a report on the work completed by the plumber. This report helps the Professional Standards Committee to reach a decision. If it is found that the complaint is valid, the Professional Standards Committee has the power to remove that person from the Register of Plumbers and terminate that person's membership of the Institute of Plumbing and Heating Engineering. However, if it is found that the plumber has not broken the Code of Professional Standards, the complaint will be dropped.
If you would like to know more about the Institute's complaints procedure, or have a complaint to make about a member of the Institute of Plumbing and Heating Engineering (we can only accept complaints about members of the IPHE as the Professional Standards Committee has no jurisdiction over non-members), please contact the Professional Standards Administrator on 01708 463111 or email the Professional Standards Administrator.
Expert Witness
Unfortunately sometimes there is a need for the courts to get involved when a complaint arises. Many of these court cases involve an expert witness to give unbiased evidence on plumbing related matters. The expert witness will make a thorough assessment of any work done and make a report accordingly which can be used in a court of law. They may also take the stand to give evidence of their findings.It's best to speak to an expert witness direct to see how they might be able to assist you. Some will have undertaken specific training in court procedure and expert witness responsibilities.
The Institute has a list of members who are willing to act as expert witnesses. You can also contact Head Office, Tel: 01708 472791, Fax: 01708 448987, Email: info@iphe.org.uk.