If you have a complaint you wish to make, we want to make sure it is addressed promptly and fairly. To do this, we ask that you submit your complaint in writing to our Complaint Handler. If you need assistance, you are welcome to involve a consumer representative or observer to help you deal with the complaint.
Once we receive your complaint, our Complaint Handler will ensure that it is logged and tracked in our R06 – Customer Complaint Record. We will acknowledge your complaint in writing within three working days, unless you are a domestic customer without heating or hot water, in which case we will respond within 24 hours.
If appropriate, we may need to inspect your system within seven days of receiving your complaint or within 24 hours if you are a domestic customer without heating or hot water. Our Complaint Handler will provide you with a written Detailed Response within thirteen working days of receiving your formal written complaint. If we cannot provide this Detailed Response within this timescale, we will inform you of the new anticipated timescale and the reason for the delay.
If an investigatory visit is required, we will work with you to arrange a convenient appointment within seven working days of advising you of the need for an investigatory visit. Once the visit has been carried out, we will provide you with a Final Response within seven working days..
Any required corrective or preventive actions will be recorded in our R02 – Corrective and Preventive Action Record, and the details of your complaint and its outcomes will be reviewed during our next Internal Review Meeting.
In the unlikely event that we are unable to resolve your complaint, we can refer your case to our alternative dispute resolution provider through HIES, QA Scheme Support Services LTD, and the Dispute Resolution Ombudsman. We are committed to attempting to resolve disputes through HIES’s alternative dispute resolution services.
Please note that this Contract is subject to the applicable laws of England, Wales, Scotland, and Northern Ireland, and the courts of these countries shall have exclusive jurisdiction to hear any dispute arising from this Contract.
If you request The Ombudsman’s involvement in a complaint, we will cooperate fully and abide by their decision. Finally, if MCS 023 work is involved, we will inform the Specifier of any complaints or findings that arise from the installation, including any customer issues that they may be required to resolve or information that may impact other contractors carrying out the installation of other energy efficient measures