Energy Grant Finder Ltd is dedicated to delivering high-quality service to all our clients. To achieve this, we encourage you to provide feedback on our service and inform us when we fall short.
We aim to resolve your complaints as swiftly as possible. We regard any complaint as a sign of dissatisfaction that requires a response. We take your complaints seriously, listen to them, and use them as opportunities to enhance our services.
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not. Our policy addresses complaints related to:
- The standard of service we provide
- The behaviour of our staff
- Any action or inaction by our staff affecting an individual or group
Our complaints policy does not cover:
- Feedback on our policies or policy decisions
- Dissatisfaction with our policies or decisions on individual cases
- Issues already fully investigated through this complaints procedure
- Anonymous complaints
Standards for Handling Complaints
We take all complaints seriously, whether made by phone, letter, or email.
- Customers will always be treated with courtesy and fairness.
- All complaints will be handled confidentially within the company.
- We will address complaints promptly:
- We will acknowledge receipt of a complaint within seven working days and inform the customer of our Complaint Handling Procedure and any additional steps.
- We will provide a full response within eight weeks of receiving the complaint. If a full reply is not possible within this period, we will explain why and indicate when a complete response will be provided.
- We will acknowledge receipt of a complaint within seven working days and inform the customer of our Complaint Handling Procedure and any additional steps.
We do not discriminate against customers based on:
- Gender or marital status, including family status, dependents, and gender reassignment
- Any orientation or preference
- Race or ethnicity, including national origin or nationality
- Disability
- Religious or political beliefs, or trade union affiliation
- Other unjustifiable factors, such as language difficulties or age
Third-Party Reporting
Complainants may have a third party act on their behalf. This could be an individual or organization representing the complainant, such as:
- Advice organizations
- Professionals like social workers, community psychiatric nurses, doctors, solicitors, family members, or friends
- Solicitors are legally authorized to act on behalf of the complainant, and no consent is required to share information.
If a third party is assisting with a complaint and has written authorization, we will keep them informed of the complaint’s progress.
Confidentiality
All complaints will be handled confidentially in line with the Data Protection Act 2018.
Statutory Rights
Our complaints policy does not affect your statutory rights.
Vulnerable Customers
We take into account the needs of vulnerable customers and those with additional needs or special access requirements when managing complaints.
When dealing with vulnerable customers, we will:
- Offer multiple ways to raise complaints, including an online form (preferred), by post, or via email.
- Recognize vulnerability and adjust our processes accordingly when a complaint is raised.
- Provide extra time and support to ensure the customer understands the process and, if necessary, discuss the plan with a third party with their permission.
How to Complain
You can submit a complaint in various ways. Complaints can be made in writing via email or letter.
If you are a customer of Energy Grant Finder Ltd, you can contact us at:
Address:
Energy Grant Finder Ltd, The Greenhouse, Meadowfield Industrial Estate, Ponteland, NE20 9SD
Phone:
0333 577 2050
Email:
complaint@energygrantfinder.co.uk
Website contact form:
Report your complaint using the Contact page on this website (at the top or bottom of this page).
If you received an installation through an energy provider for the ECO scheme, then initially contact the energy company that provided the funding. If the issue remains unresolved after eight weeks, or if you are not satisfied with the response, you may contact the Ombudsman Services: Energy.
Ombudsman Services: Energy
Phone:
0330 440 1624
Timescales
- We aim to resolve complaints within eight weeks, making reasonable efforts to investigate and address the issue.
- We will inform you of our decision in writing, explaining the reasons.
- If the complaint involves an installer or assessor, we will gather necessary information from them and inform their Certification Body.
- We will notify you if we believe another organization should handle the complaint and provide details of the Ombudsman Services: Energy or Certification Body.
Extending Time Limits
While we strive to resolve complaints within the specified timescales, complex issues may require more time. If an extension is necessary, we will keep you informed of the progress, reasons for the delay, and the new deadline.
We recommend you print a copy of these terms and conditions for your records.
