Complaints Procedure

Next Review Date: February 2027

SCOPE

This complaints procedure covers the Renewables Retrofit area of the business including:

  • Head office
  • Satellite office
  • Installation teams
  • Subcontractors

All internal stakeholders (employees, subcontractors) are responsible for following our complaints procedure.

OVERVIEW

This complaints procedure is in line with PAS 2030:2019 standard and ensures all complaints are captured, logged, investigated and resolved to ensure the best possible outcome for our customers.

The purpose of this document is to ensure that:

  • All of our stakeholders have a thorough and clear understanding of our processes
  • Our complaints handling is transparent and helps to ensure constant improvement to the benefit of the business and its customers
  • It supports our internal quality assurance controls
  • There is a clear process in place
  • Clarity is provided to all employees/subcontractors to support training

We commit that all employees receive briefing for complaints handling and that feedback is regularly provided through -team meetings to ensure they are made aware of any re-occurring issues and potential changes that will be implemented to address these.

CUSTOMER CHARTER

All complaints are handled fairly with transparency, and we fully align with TrustMark:

  • In complying with this Customer Charter, we work to the operational requirements set out in any Codes of Practice (technical standards) relevant to the works completed.
  • We provide accurate performance claims for any home heating, insulation, energy saving or energy generation installations, and then supply products and services that perform as promised.
  • Carry out testing and hand-over process so the customer knows about how things work and how they must be maintained.
  • Follow processes correctly, turn up for appointments and work the hours we say we will.
  • Act in a responsible and professional manner.

COMPLAINTS - INSTALLER

  • Be responsive, approachable and treat customers fairly and with respect.
  • Communicate clearly and in good time so that the customer always knows what is happening, for example if we are running late for an appointment or if anything changes
  • Be mindful of vulnerable customers.
  • Respect the sanctity of their home and agree any access requirements.
  • Keep the work area safe, with minimum disruption, ensuring that it is tidy at the close of the day.
  • Protect customer personal information in compliance with data protection regulations.
  • Supply goods and services in line with consumer rights.
  • Give the customer the right information, at the right time, being clear and transparent.
  • Advise openly who we are and what we do, and the same for every sub-contractor or third party acting on our behalf.
  • Follow fair marketing practices, including no misleading advertising.
  • Explain the benefits of the Trust Mark scheme and signpost the Information Hub to customers.
  • Provide the customer with clear, accurate and understandable information about products and services.
  • Ensure the customer is informed about what will happen next, and by when, and keep them updated of progress before, during and after the point of sale.
  • When requested, provide the customer with a clear and detailed written quotation and terms and conditions that they understand.
  • Explain cancellation rights–where appropriate.
  • Provide fair pricing and contracts with no hidden costs or penalties.
  • Do our best to resolve any concerns or complaints.
  • Provide a free initial complaints process and ensure there are no barriers for the customer to be able to contact us with queries, requests, concerns or complaints.
  • Take responsibility for any issues where we may be at fault and look to resolve them with minimum disruption.
  • Signpost Alternative Dispute Resolution service and the Trust Mark complaints process.
  • Use customer feedback to improve how we do things.

THE OBJECTIVES

Our complaints procedure ensures that:

  • All customers understand their rights and how to make a complaint.
  • We provide full transparency to customers by making this document available on our website and upon request.
  • There is a free of charge clear easy and quick dispute process.
  • Provision of an Alternative Dispute Resolution if required at no cost, reducing the need for any legal actions on either side.
  • We adopt a consistent improvement approach to reduce customer issues through a robust process.
  • We continue to build trust and confidence with our customers.
  • We demonstrate compliance for Trust Mark and PAS 2030:2019 and enable a transparency in any cases where further investigation is required.
  • We provide information in line with GDPR with respect to customer contacts (lasting the guarantee of the installation).
  • Our retrofit installation services takes full responsibility for the standard of the work and meets the overall PAS 2030:2109 standard resulting in a more energy efficient installation.
  • In the first instance, all complaints should be made direct with us so that we can follow our customer complaints procedure and attempt to resolve the issue quickly and to the stratification of all parties concerned.

In the first instance, all complaints should be made direct with us so that we can follow our customer complaints procedure and attempt to resolve the issue quickly and to the stratification of all parties concerned.

INTERNAL GUIDANCE

Introduction

We take customer complaints extremely seriously and are committed to resolving issues quickly and efficiently, ensuring customers feel that they have been dealt fairly.

Personnel

We commit to having a dedicated person to handle customer complaints.

Records

All complaint records are held for at least 72 months and/or the duration of the measure’s guarantees in line with GDPR.

Internal Process

LOG CUSTOMER COMPLAINT

No matter which channel complaints come through, we will log them on to our customer complaints form and log, capturing name, address, date of complaint and nature of complaint.

All complaints will be acknowledged within 5 working days via email (or if the customer is not online, in writing.

VULNERABLE CUSTOMER ASSESSMENT

It must be assessed to determine if the customer is vulnerable, in line with the criteria detailed in the Customer Handling Policy.

INVESTIGATION

The complaint handler will carry out the investigation working with key parties concerned, including the Retrofit Coordinator to gather all the key facts concerning the complaint, so that an action can be agreed. All discussions and facts will be documented onto the customer complaints form.  A site visit may be warranted as part of the investigation.

ACTION

After the investigation is completed an action will be decided on, based on the evidence gathered.  The action will be communicated with the customer in writing using the most appropriate channel, detailing the investigation and the findings.

We will look to provide an outcome within 4 weeks of the initial complaint. However there may be circumstances where this may take longer (i.e. access to property).  If this is the case the customer will be notified in writing.

CUSTOMER ACCEPTANCE

Once the action has been shared with the customer, the complaint will be left open for 2 weeks giving them time to feedback from the action.  If there is no further communication then the complaint will be classed as closed.

If the customer comes back with further information or is not satisfied, the complaint will be reviewed internally, and the investigation process will be started again. If we find that the complaint should not be withstood, the customer will be informed and referred to the Escalation process.

ESCALATION

In the case where a customer is not satisfied with the action then we should be referred to the relevant Ombudsman Service as per the Alternative Dispute Resolution Law that protects consumer’s rights.

FINAL RESOLUTION

All complaints will be reviewed by the management team and logged to support our internal improvement programme.