Customer Feedback and Complaints

Policy and 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: This email address is being protected from spambots. You need JavaScript enabled to view it.
• 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 to prevent recurrence.

Scope:

This policy covers all interactions with prospective or existing customers.

Procedure:

1. Customer Complaint Form: Upon receiving a complaint, a Customer Complaint Form will be completed and attached to this page. The details will then be transferred to the Customer Complaint Record by the MCS Nominee.
2. Resolution Timeline: The timeframe for resolving complaints will adhere to RECC guidelines, especially for domestic customers.
3. Investigation Process:
   • The person handling the complaint will review it and report findings to the customer within 7 working days
   • If necessary, we'll inspect the system within 7 days of the complaint, or within 24 hours if it affects a domestic customer's heating or hot water.
   • We'll work with the customer to find a satisfactory resolution promptly.
4. Communication and Transparency:
   • Customers will be kept informed of any delays in meeting agreed actions.
   • If we're unable to resolve a complaint from a domestic customer, they'll be directed to the RECC administrator
   • If the complaint is (partly or wholly) about technical aspects of the installation of an energy generator, we will direct them to our MCS installer certification body [insert contact details here]
   • 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.