Complaints Procedure

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In order to help ensure that customers’ complaints are dealt with effectively, professionally and reviewed in order to prevent the complaint from recurring.To cover all areas where we come into contact with, or carry out work for, prospective or existing customers.

Procedure: Note: It is a requirement of the NAPIT that we inform the domestic customer of our complaints procedure which must remain in compliance with Section 9 of the Renewable Energy Consumer Code.

When we receive a customer complaint an Customer Complaint Form shall be completed.
This will be passed to the MCS Nominee who should ensure that the details of the complaint have been entered on the Customer Complaint Record. The allowed time for this complaint to be resolved will be established.

The process will include the following:
Customer Complaint Form raised and passed to relevant person;

Details of the complaint shall be transferred to the Customer Complaint Record;

The domestic customer may use a consumer representative or observer to help deal with the complaint. Where this is the case NAPIT requires that we must co-operate fully with this person;

The person dealing with the complaint will consider the details of the complaint and report the findings clearly to the customer within 7 working days of receiving the complaint; Where appropriate we will arrange to inspect the customer’s system within seven days of receiving the complaint and within twenty four hours of receiving the complaint where a domestic customer is without heating or hot water as a result of the situation that has led to the complaint; The person dealing with the complaint will attempt to find an agreed course of action to resolve the complaint speedily and effectively to the customer’s satisfaction;

Where the timescales for any agreed actions cannot be met, the customer shall be kept fully informed of the reasons for the delay and new timescales agreed; Customer Complaint Procedure

Where we not be able to resolve any complaints received from domestic customers the customer shall be informed
that they should direct their complaint to the NAPIT administrator;

Where a complaint is referred to the NAPIT administrator we are required to co-operate with any mediation being
carried out between ourselves and the customer; In the event that the complaint cannot be resolved with the assistance of the NAPIT administrator’s complaint handlers either ourselves or the customer may request to use the independent conciliation or arbitration services available. Full details on the progress and outcome of the complaint should be detailed on the Customer Complaint Record;

Any required corrective or preventive actions should be transferred to the Corrective and Preventive Action
Record; The details of the complaint and the outcomes will be reviewed during the next Internal Review Meeting.

Green Deal Complaints – Where Green Deal work is involved, we are required to inform the Green Deal Provider of any complaints or findings that arise from the installation. This shall include details of any customer issues that the GDP may be required to resolve or information that may impact other contractors carrying out the installation of other energy efficient measures. Customer Complaint Procedure