Introduction
At Solar Panel Funding Ltd., we are committed to providing exceptional customer service and handling complaints effectively and efficiently. This policy outlines our approach to managing complaints in accordance with the Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES) Code of Practice.
Policy Overview
Our policy ensures:
- Effective customer service at all stages of customer interaction.
- Accessible and user-friendly procedures for handling enquiries and complaints.
- Professional and courteous handling of complaints in compliance with our approved procedure.
Section J1: Customer Service Provisions
- Pre-Contract Stage: We ensure customers receive comprehensive information and support before any contract agreement.
- Post-Order Stage: After an order is placed, our team provides continuous updates and assistance.
- Post-Booking Stage: Following a booking, customers are informed about the next steps and timelines.
- Post-Payment Stage: After payment, we offer support regarding billing and any related queries.
- Post-Installation Stage: Post-installation support includes maintenance tips, warranty information, and handling any feedback or concerns.
Section J1.1: Accessible Customer Service Procedures
- Our customer service procedures are designed to be accessible and user-friendly.
- We aim to provide service that exceeds legal requirements whenever possible.
Section J1.2: Response Timelines
- We commit to responding to enquiries within three working days.
- Customer concerns are addressed with a proactive approach to satisfy their requirements.
Section J1.3: Contact Information
- A non-premium rate telephone number is available for complaints and service calls 0330 027 0812
Section J2: Complaints Handling Training
- Our staff, including the designated complaints handler, are adequately trained to handle complaints.
- All customer-facing personnel undergo induction training.
Section J3: Complaints Handling
- All complaints are handled professionally and courteously.
- A document outlining our complaints handling process is available upon request.
Section J4: Formal Complaints Procedure
- We request formal complaints to be written and addressed to our designated complaint handler Chris McKenna. chrismckenna@solarpanelfunding.co.uk
- A log of all written complaints and corresponding communications is maintained.
Section J4.4: Urgent Complaints Response
- In cases where a complaint involves a lack of electricity, heating, or hot water, an inspection is arranged as swiftly as possible and typically within 24 hours.
- All other complaints are acknowledged in writing within 7 working days.
Section J4.5: Acknowledgement and Response
- The complainant is informed about the receipt of the complaint, the internal complaints procedure, the scheme complaints procedure, and the contact details of the complaint handler.
Section J4.6: Detailed Response Timeline
- A detailed response is provided within 15 working days of receiving the formal complaint.
Section J4.7: Decision-Making and Timescales
- The complaint handler decides the response based on the seriousness or urgency of the complaint.
- In case of delays, the complainant is informed of the new timescale.
Section J4.8: Final Response in Urgent Cases
- A final written response is provided within 24 hours for complaints involving lack of essential services.
Section J4.9: General Response Timeline
- For all other cases, a final written response is provided within seven working days after the investigatory visit.
Conclusion
This policy reflects Solar Panel Funding Ltd.’s commitment to excellent customer service and adherence to the HIES Code of Practice. We aim to resolve all complaints swiftly and fairly, ensuring customer satisfaction and continual improvement of our services.