Customer feedback and complaints procedure

Where a customer wishes to make a formal complaint, they shall be requested to set out, in writing, the details of the complaint and address this to ‘The complaint handler’ at hello@energysmart.solar.

The domestic customer may use a consumer representative or observer to help deal with the complaint. Where this is the case, we will cooperate fully with this person.

The allowed time for this complaint to be resolved will be established and will, concerning complaints received from domestic customers, conform to the requirements of the HIES Consumer Code.

All complaints (other than in cases of domestic customers without heating or hot water) shall be acknowledged in writing within no more than three working days of being received by our Complaint Handler.

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 due to the situation that has led to the complaint.

The Complaint Handler, without undue influence from any other person, will decide the most appropriate Detailed Response depending upon the seriousness or urgency of the complaint. This Detailed Response should be provided, in writing, to the customer within thirteen working days of the date of receipt of the formal written complaint and should be a final disposition of the matter.

Where we cannot provide this Detailed Response within this timescale, we will inform the complainant of the new anticipated timescale and the reason for the delay.

If an investigatory visit is required, the Complaint Handler and the complainant will liaise to set up an appointment that is convenient for both parties. Where reasonably practicable, this appointment should take place within seven working days of advising the customer of the need for an investigatory visit.

Where an investigatory visit has been required, the Complaint Handler shall endeavour to provide a Final Response, in writing, to the customer within seven working days of the date of carrying out the investigatory visit.

Alternative Dispute Resolution

In an unresolvable issue, we can refer our case to the nominated alternative dispute resolution provider through HIES, QA Scheme Support Services LTD and the Dispute Resolution Ombudsman. HIES can be contacted at Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, PR25 3GR, 0344 324 5242 or info@hiesscheme.org.uk

The parties agree that we will exclusively attempt to resolve the dispute using HIES’s alternative dispute resolution services in case of a dispute.

This Contract is subject to the applicable laws of England, Wales, Scotland & Northern Ireland and subject to the agreement of the parties to attempt to resolve a dispute through alternative dispute resolution; the courts of England, Wales, Scotland & Northern Ireland shall have exclusive jurisdiction to hear any dispute arising from this Contract.

If any court, ombudsman or any other competent authority decides that any aspect of any term of this Contract is invalid or unenforceable, that aspect of that term shall be severed from the Contract and shall have no effect on the remainder of the Contract.

Referral of complaints to The Ombudsman

Where a complainant requests The Ombudsman’s involvement in a complaint, we will cooperate with The Ombudsman, their officers or any other persons appointed by The Ombudsman to assist and shall participate in any subsequent process and shall abide by the decision of The Ombudsman.

MCS 023 Complaints

Where MCS 023 work is involved, we must inform the Specifier of any complaints or findings arising from the installation.

This shall include details of any customer issues that may be required to resolve or information that may impact other contractors carrying out the installation of other energy-efficient measures.