Our Complaints Process
We always aim to provide our customers with the best possible service, but unfortunately, sometimes things can go wrong.
Letting us know when you're unhappy with your experience gives us the opportunity to put things right and make sure we continue to improve to deliver the best possible service in the future.
The below summarises the steps of our complaints handling process:
Step 1
First of all give us a Call on 0113 460 2346
Or email on complaints@solaraenergyuk.com
or you can write to us here
Reference the word "Complaints" in your Email Title and Your Name:
Olive office, The Orchard
Airedale Enterprise Services
Sunderland Street
Keighley, West Yorkshire
BD21 5LE
STEP 2 - Complaint Receipt
Upon receiving your complaint, we will reach out to you within 5 business days to inform you of the individual assigned to address your complaint and the approach we will take in handling it.
In cases where a third party has submitted the complaint on your behalf, we may get in touch with you to confirm your consent for us to communicate with the third party. We will then coordinate with them whenever feasible.
STEP 3 - Investigation
We recognize the urgency of resolving this matter for you promptly; however, to guarantee a just resolution, we must conduct a comprehensive investigation, which may require some time. A qualified Customer Relations Adviser will look into your complaint.
They will evaluate the details carefully, equitably, and without bias to arrive at a conclusion. To assist in their investigation, they might reach out to you for further information.
STEP 4 - We will keep you update on your complaint
Our goal is to arrive at a resolution within 8 weeks of receiving your complaint, although this timeframe may vary based on the complexity of your case. If we have not resolved your complaint by then, we will make sure to keep you informed about the status of our investigation.
STEP 5 - Informing you of our decision
We will consistently notify you of our decision through a final response email. This correspondence will outline all our findings and the reasoning behind our decision. We will also strive to communicate our decision to you via phone whenever feasible.
If your complaint remains unresolved after 8 weeks from the date we received it, we will send you a written update regarding the status of our investigation, clarifying why we are not yet in a position to provide our final response.
Other Useful Links:
Dispute Resolution Ombudsman
Premier House
First Floor
1-5 Argyle Way
Stevenage
SG1 2AD
Website: https://www.disputeresolutionombudsman.org/
Telephone: 0333 241 3209
