Customer Feedback Complaints

Customer Feedback and Complaints Procedure

At Solar Save Renewables Ltd, we value customer feedback and strive to provide excellent customer service. We understand that issues may arise despite our best efforts. Our team is dedicated to resolving any concerns you may have promptly and efficiently. If informal resolution isn’t possible, we have a formal complaints procedure in place to address your needs. 

Formal Feedback and Complaint Process:

If you If you have any feedback, suggestions, or need to make a formal complaint, please contact us at: 

• Email:  info@solarsaverenewables.co.uk
• Phone: 01558 328 437
• Post: Unit 6 Yr Hen Farchnad, Carmarthen Street, Llandeilo, SA19 6BJ

Details of Our Formal Complaints Procedure:

Objective:

Our aim is to handle customer complaints effectively, professionally and fairly, while identifying improvements and preventing recurrence.

Scope:

This procedure covers all interactions with prospective or existing customers.

Procedure:

1. Customer Complaint Record:

Upon receiving a complaint, the details will be recorded in our Customer Complaint Record and managed in accordance with our complaints procedure by our nominated complaints handler.

2. Resolution Timeline:

We aim to acknowledge complaints within 2 working days of receipt and provide a full response within 14 working days. If more time is required to complete an investigation, we will keep the customer informed and provide an expected date for a final response.

3. Investigation Process:

– The person handling the complaint will review the details and investigate the matter thoroughly.

– If necessary, we may inspect the system or arrange a site visit to help resolve the issue.

– We will work with the customer to find a satisfactory resolution as quickly as possible.

4. Communication and Transparency:

   – Customers will be kept informed of any delays in meeting agreed actions.

– If we are unable to resolve a complaint to the customer’s satisfaction, we will advise them of the MCS complaints process and any applicable Alternative Dispute Resolution (ADR) options.

– Where relevant, complaints may also be referred to the appropriate Consumer Code dispute resolution process.

–  If the complaint is about matters within the remit of the Renewable Energy Consumer Code (RECC), we will direct the customer to RECC. The RECC dispute resolution process is set out in the ‘How to Complain’ section of the RECC website.

5. Documentation and Review:

   – Complaint details and outcomes will be recorded in the Customer Complaint Record.

   – Corrective and preventive actions will be documented in the Corrective and Preventive Action Record.

   – Complaint progress and outcomes will be reviewed during Internal Review Meetings.

We will cooperate with MCS or RECC complaint-handlers to assist them to resolve the complaint.