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Complaints Procedure

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To ensure that any complaints we receive are dealt with in a structured manner, recorded and dealt with accordingly.


All areas of our operation, including complaints received from or via Green Deal Providers.

Complaints Procedure:

When we receive a Customer Complaint, F03 – Customer Complaint Form will be completed.

The complainant will be informed as to the next course of action or when they will be contacted to discuss the matter further.

The Complaint Process is as follows:

  1. Complaint Form raised and passed to relevant person
  2. The person dealing with the complaint will contact the complainant within 1 working day, unless otherwise agreed, and advise on steps to be taken to rectify the issue.
  3. The issue should be rectified within the time period agreed with the complainant, or the complainant should be contacted and a new timescale agreed.
  4. Once the issue is rectified this should be detailed on the Complaint Form
  5. The Complaint Form should be passed to the Quality Representative.
  6. If the complaint occurs during the installation process, brief details of the complaint should be entered on the relevant area of F09 – Project Information Collation Form.
  7. The Quality Representative will enter the details of the complaint on R01- Complaint Log. The log should be marked as to whether the complainant was satisfied with the outcome. Any evidence supporting the documented outcome should be retained within the Complaints Folder.
  8. Preventative action should be considered to prevent the recurrence of this issue; this should include consulting with the Retrofit Coordinator where appropriate.
  9. Should we not be able to resolve the complaint, the customer will be given the details of the relevant Retrofit Coordinator. Where this is the case, we will cooperate fully with any investigation the Retrofit Coordinator carries out.
  10. Whenever possible, we try to obtain written confirmation that the complaint has been resolved to the satisfaction of the complainant. Any information received will be kept in the Project Folder for the installation.
  11. Records of all complaints and their resolution shall be maintain for six years or the duration of any EEM guarantees (whichever is longer) and shall make copies of such records available to our PAS 2030 certification body or to the Retrofit Coordinator, when requested.


The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel:  0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad).