WC Review - Complaints process

WRAS has a complaints process, which includes three stages, based on the WRAS Approval Terms and Conditions (dated November 2014).

 In order, to manage the implementation of these changes fairly for all affected approval holders, WRAS Approvals is publishing in advance the timescales for raising complaints before any current approvals are due to be amended. Approval holders/applicants can raise issues outside these timescales.  However, they may not be dealt with before changes are made to current affected approvals on 31st October 2019.

Please note the WRAS Approvals’ acceptance criteria are based on feedback from the water companies given their role in enforcing the water fittings regulations. These are out of scope of any complaint.


Stage 1 - Raise a complaint with WRAS Approvals Manager. 

Following written notification of proposed changes to any affected approval, approval holders will be offered a meeting with one of three WRAS Approvals Managers appointed to deal with communications and complaints. 

A formal complaint can be raised by submitting a written complaint to the Approvals Manager. Complaints should be sent to the Approvals Manager by 3rd May 2019 at the following address: Approvals Manager, WRAS, Unit 13 Willow Road, Pen-y-fan Industrial Estate, Crumlin, NP11 4EG or email to info@wras.co.uk.  

A complaint form can be used to register a complaint. The WRAS Approvals Manager will then review the complaint and consider if there should be any amendments to the changes proposed.  

The WRAS Approvals Manager, will acknowledge the complaint and provide an estimate of when a written response will be provided. The Approvals Manager will then provide a written response.


Stage 2 - Write to the Managing Director of WRAS.

If an Approval Holder is dissatisfied with the way a complaint has been dealt with by the WRAS Approvals Manager. 

Written complaints should be sent to the MD 31st May 2019 at the following address: Managing Director, WRAS, Unit 13 Willow Road, Pen-y-fan Industrial Estate, Crumlin, NP11 4EG or email info@wras.co.uk.  

The WRAS MD will review their complaint, before making a final recommendation on changes to the Product Assessment Group (PAG). The PAG will then decide what changes to make to the affected approval.

Following the relevant PAG meeting, the MD will provide a written response to the approval holder.


Stage 3 – Write to the WRAS Technical Committee Chairperson. 

If an Applicant/Approval Holder is dissatisfied with the way a complaint has been dealt with by the WRAS Managing Director and PAG, they should write to the WRAS Technical Committee Chairperson. 

Written complaints should be sent to the Chairperson by 16th August 2019 to the following address: Technical Committee Chairperson, WRAS, Unit 13 Willow Road, Pen-y-fan Industrial Estate, Crumlin, NP11 4EG or email info@wras.co.uk. 

 It is anticipated that the WRAS Technical Committee Chairperson will set up a panel and that it will meet during the week commencing 30th September 2019. 

The outcome of any panel meeting be communicated to the Applicant/Approval Holder by 20th October 2019. The decision of the Chairperson in determining such complaints shall, save in the case of manifest error or omission, be final and binding on the parties.