Complaints procedure
What we’ll do if you’re not happy with our service
What to do if you’re unhappy with the service you have received from us
We are committed to delivering an excellent service for our customers, installers, and other partners.
From time-to-time, however, things do go wrong, and we want to resolve any concerns you have as quickly as possible.
This section explains how to raise a concern or make a complaint, and what steps we will take to resolve it.
When you raise a concern or complaint, we will:
- listen to your concerns
- acknowledge receipt of your complaint within two working days
- record your complaint in accordance with our Privacy Notice
- deal with your concern or complaint fairly, consistently and quickly
- investigate your complaint, where appropriate, and notify you of the outcomes of our investigations and any actions that we will take as a result
- monitor complaints, and report to the Board of Trustees and funders as required
- use your feedback to improve how we work
Make a complaint
We will acknowledge receipt of your complaint within two working days.