It is the policy of Ashe Renewables Ltd to provide a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong.
We want to help you resolve your complaint as quickly as possible. We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
What is a complaint?
A complaint is an expression of dissatisfaction, whether justified or not. Our policy covers complaints about:
- the standard of service we provide
- the behaviour of our staff, and
- any action or lack of action by staff affecting an individual or group
Our complaints policy does not cover
- comments about our policies or policy decisions
- dissatisfaction with our policies or decisions about individual cases
- matters that have already been fully investigated through this complaints procedure
- anonymous complaints
Our standards for handling complaints
We treat all complaints seriously, whether they are made by telephone, by letter, or by email.
Customers will be treated with courtesy and fairness at all times
We will treat all complaints in confidence within the company
We will deal with customer 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 procedures)
- We will send you a full reply within eight weeks of receipt
- If we cannot send a full reply within eight weeks of receipt we will tell you the reason why and let you know when we will be able to reply in full
We will not treat customers less favourably than anyone else because of their:
- sex or marital status: this includes family status, responsibility for dependents, and gender (including gender reassignment, whether proposed, commenced or completed)
- sexual orientation
- colour or race: this includes ethnic or national origin or nationality
- disability
- religious or political beliefs, or trade union affiliation, or
- other unjustifiable factors, for example language difficulties or age
Third party reporting
Complainants may wish to have a third party act on their behalf.
A third party is any person or organisation acting on behalf of or making enquiries for the complainant.
Representatives may include:
- advice organisations
- professionals such as social workers, community psychiatric nurses or doctors, solicitors, family members or friends
- MP’s and elected members of a local council. Customers’ own MP’s and elected members are assumed to have consent to act and information can be disclosed in response to their enquiries
- Solicitors are legally empowered to act on behalf of the complainant and consent to disclose information is not required.
- Where a third party is helping a complainant with a particular complaint and written authority is held to that effect, if the representative asks to be kept informed of progress on the complaint all possible steps will be taken to ensure that this happens
Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018.
Statutory Rights
Our complaints policy does not impair your statutory rights.
Vulnerable Customer
We will take account of the needs of vulnerable customers, those with additional needs or special access requirements, when handling a complaint.
When dealing with vulnerable customers we will:
- Give choice and access – complaints can be raised verbally on the phone or in writing via the post or email. A customer can also visit us at our offices to discuss their complaint if they wish;
- Recognise vulnerability – when a complaint is raised we will make every effort to establish if the customer is vulnerable, and adjust our process accordingly
- Provide advice and support – take extra time to ensure the customer understands what they are applying for and how ECO works. If needs be, offer to talk the plan through with a third party with their permission
How to complain
You can make a complaint in a number of ways either verbally by telephone. Complaints can also be made in writing by email or letter.
If you are a customer of GRS ECO Ltd our contact details are:
14 Wynnstay Road
COLWYN BAY
LL29 8NB
Telephone: 01492 817830
Email: hello@grs-eco.co.uk
If you have received an installation via the ECO scheme
In the first instance your should contact the energy company who has provided the funding or Ombudsman Services: Energy if your complaint has not been resolved within 8 weeks, or if you are not happy with our response.
Ombudsman Services: Energy
You can call them on 0330 440 1624
Or visit their website: www.ombudsman-services.org
Timescales
Immediately upon receipt of the complaint
- We will make a formal record of the complaint and thorough notes of the issue(s) raised
- We will inform you that we intend to resolve the complaint in a timely manner but that you have the right to refer the complaint to the Renewable Energy Consumer Code (RECC) if we cannot reach a satisfactory conclusion
Within 7 days of receipt of the complaint
- Notify the complainant in writing that the complaint has been received
- Notify the complainant in writing of our complaint handling procedure
- If we need to inspect the system or visit the customer to investigate the complaint, we will do so within 7 days of receiving the complaint
- If the customer is without heating or hot water because of the situation which led to the complaint, we will get out to them within 24 hours
Within 10 working days of receipt of the complaint
- We will respond to the customer with our findings and a summary of actions/communications
- Whenever we can, we will aim to sort the complaint out more quickly than this and informally, for example with a phone call to give advice that solves the problem
- We will make a clear record of any complaints resolved in this way
Within 28 days
- If we cannot resolve a complaint and/ or the customer is not satisfied with the resolution offered, we will advise where they can pursue their complaint
- If the complaint is (partly or wholly) about technical aspects of the installation of an energy generator, we will direct them to our MCS installer certification body Simply Certification
- If the complaint is about matters within the remit of the RECC, we will direct the customer to RECC. The RECC dispute resolution process is set out in the ‘How to Complain’ section of the RECC website.
Extending time limits
We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.
