A Green Deal Provider must take account of the needs of vulnerable consumers, those with additional needs or special access requirements when handling a complaint. Where a consumer may be vulnerable, for example, have mental or physical infirmity, or English may not be their first language, then we would request and allow that a trusted 3rd party be present.

Complaints received by telephone

All complaints should be handled in a polite and professional manner and recorded on a Customer Complaints Form and also entered into the Complaints Record Log at the time of receiving the complaint by the person dealing with the complaint. The complaint should then be passed to Sanjeev Kumar (Complaints Manager) who must, within seven working days of receipt of the complaint, notify the complainant in writing –

  • that the complaint has been received;
  • of our company complaints handling procedure;
  • of the Relevant Ombudsman Service;
  • of any Additional Complaints Handling Procedures.

Complaints received in writing and/or via e-mail

The complaint should be recorded on a Customer Complaints Form and also entered into the Complaints Record Log by the person dealing with the complaint. The complaint should then be passed to Sanjeev Kumar (Complaints Manager) who must, within seven working days of receipt of the complaint, notify the complainant in writing –

  • that the complaint has been received;
  • of our company complaints handling procedure;
  • of the Relevant Ombudsman Service;
  • any Additional Complaints Handling Procedures.

Complaints received in writing via Customer Feedback Form

Customers are encouraged after the completion of an installation to answer questions and provide feedback in writing for internal assessment. The person dealing with the complaint must notify Sanjeev Kumar (Complaints Manager) who would then, within seven working days of receipt of the complaint, notify the complainant in writing –

  • that the complaint has been received;
  • of our company complaints handling procedure;
  • of the Relevant Ombudsman Service;
  • any Additional Complaints Handling Procedures.

All Customer Feedback Forms with an attached Analysis of Customer Feedback Form should be kept within the Customer Feedback Folder.

Review

The complaint or problem is reviewed by Sanjeev Kumar (Managing Director) and a course of action decided upon based upon the nature of the complaint. Any discussions with third parties shall be logged on the Customer Complaints Form. This will also contain the customer’s full history from initial enquiry and may help identify any potential issues and provide full details and background on the customer concerned and the Green Deal Assessor and Green Deal Installer.

We recognise that we would take responsibility for complaints about the Green Deal Supply Chain and all necessary information on the Green Deal Installer and/or Green Deal Assessor will be obtained and if necessary notification in writing will be made to the Certification Body on whose membership list the Green Deal Installer or Assessor is included.

Action to be taken

Once the complaint has been investigated in full and the course of action decided the outcome will be undertaken in a speedy and professional manner and the customer contacted at most within 8 weeks from the date of complaint. Depending on the nature of complaint a site visit shall be arranged within this period to inspect the measure.

The findings shall be reported to the customer clearly in writing (earlier if a possible safety issue arises from the complaint). These shall be reported by either Sanjeev Kumar or Neil Paul.

Outcomes

It may be necessary to refer the matter to a Green Deal Installer or a Green Deal Assessor. All complaints and Feedback Forms shall be analysed and discussed and documented at the quarterly meetings on the Quarterly Review Form and logged on the Quarterly Review Minutes for assessment and improvement.

Once the issue is rectified this should be detailed on the Complaints Form and Log.

The Complaints Form and Log should then be passed to Sanjeev Kumar.

Appeals Process

If the customer is not satisfied with the outcome and remedy offered then the customer may notify the Relevant Ombudsman Service and we would co-operate fully should this need arise.