COMPLAINTS POLICY
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting (signature on receipt).
BUSINESS COMPLAINT PROCEDURE
On receipt of your complaint the business aims to respond within 5 working days, and the business will thereafter arrange a convenient date to come and view and/or remedy the situation within 28 days.
Where the contract of works completed falls under the umbrella of MCS (Solar PV / EESS Battery Storage), the business aims to acknowledge receipt of your complaint within 2 working days and respond effectively.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution. For Solar or Battery Storage works completed under MCS (the Microgeneration Certification Scheme), the MCS complaint process should be followed instead.
MCS COMPLAINT PROCESS
Where the complaint pertains to Solar or Battery Storage works completed under the Microgeneration Certification Scheme- MCS (Solar PV / EESS Battery Storage), and you remain dissatisfied with the outcome of your complaint with ourselves, you can escalate the complaint to MCS. The process to follow is available on the MCS website via: https://mcscertified.com/consumers/consumer-complaints/what-to-do-if-things-go-wrong/
