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Complaints Policy

MCS and Trustmark – We are accredited through NAPIT for:

·       Solar Thermal Systems

·       Solar Photovoltaic (PV) Systems

·       Ground/Water Source Heat Pump Systems

·       Air Source Heat Pump Systems

Here is our Trustmark profile.

You can find the Trustmark Code of Conduct here.

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 or email.

Business Complaint Procedure

Any complaint, however received, is passed to our complaints handler and will be logged.

On receipt of your complaint the business aims to respond within 5 days.

The business may request further information in writing. The subsequent investigation, outcome and remedial actions will be documented.

The business will arrange a convenient date to come and view and/or remedy the situation where required.

The Company recognises the reputation damage that can arise from unresolved complaints and handles all complaints as promptly as possible. Where relevant, complaints are handled in line with the requirements of the Consumer Protection Scheme administered by RECC.

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts. If you choose to, you can refer your complaint to NAPIT, who will act as an alternative dispute resolution provider. 

https://www.recc.org.uk/consumers/how-to-complain

We have business insurance providing:

Employers’ Liability to £10M

Public and Product liability to £5M

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