Complaints Procedure

1. Our commitment

We are committed to providing a high standard of service. If you are unhappy with any aspect of our workmanship, service, communication, administration or finance introduction process, we want to hear from you so we can investigate fairly and try to put things right.

2. How to submit a complaint

You can submit a complaint by post, email or telephone using the contact details below. To help us deal with your complaint quickly, please provide:

• Your full name and address
• Your contact details
• Your quotation, invoice or installation reference if known
• A clear description of the problem
• What you would like us to do to resolve it
• Copies of any relevant photographs, emails or documents

3. Complaint handling timeframes

• If we cannot resolve your complaint by the end of 3 business days after receiving it, we will acknowledge it in writing within 5 business days and begin an investigation.
• If the matter is ongoing, we will keep you informed of progress.
• If we have not resolved the complaint within 4 weeks, we may send you a holding update explaining what is happening and when you can expect to hear from us next.
• We aim to resolve complaints as quickly as possible and, where applicable, no later than 8 weeks after receipt.

4. Investigation and response

We may review quotations, contracts, survey notes, engineer worksheets, photographs, call recordings, emails and finance introduction records where relevant. We may also contact you for more information or arrange an inspection if needed. Our final response will explain our understanding of the complaint, the outcome of the investigation, any action or redress proposed, and any relevant escalation rights.

5. Finance-related complaints

If your complaint relates to a finance application, finance documentation, or our conduct as a credit broker / introducer, you should still contact us first. If you remain unhappy after our final response, or if 8 weeks have passed and you have not received a final response, you may have the right to refer the matter to the Financial Ombudsman Service, usually within 6 months of our final response letter.

6. Non-finance complaints

For complaints about workmanship, delays, customer service, damage, product performance or aftercare that do not fall under the Financial Ombudsman framework, we will still investigate fully and aim to resolve them promptly and fairly. Depending on the circumstances, we may offer an explanation, apology, inspection, remedial work, replacement of defective goods where appropriate, reimbursement or partial refund where justified.

7. Complaint records

We keep records of complaints received, the outcome and any lessons learned so we can improve our service.