Policy Statement and Objective

At Sol4r Energy Ltd, we are committed to providing the highest standards of service. We value all feedback from our customers as it helps us improve and maintain the quality of our services. Our objective is to handle all feedback and complaints promptly, fairly, and with utmost confidentiality.

How to Provide Feedback

We encourage our customers to share their experiences and suggestions through various channels:

• Use the Contact Form on our website
• Leave a review on our Trustpilot page
• Submit a review on our Google My Business listing
• Provide feedback on our TrustMark page
• Share your feedback on our social media platforms
• Email us directly at info@sol4renergy.co.uk

How to File a Complaint

If you are not satisfied with any aspect of our service, you can file a complaint through the following methods:

• Email: Send your complaint to info@sol4renergy.co.uk with “Complaint” in the subject line.
• Phone: Call us at +44 330 124 2945 and speak with a customer service representative.
• Post: Write to us at Sol4r Energy Ltd, Unit 5, 5 Sandiford Road, Sutton, SM3 9RN.

Please include:

• Your name and contact details.
• A detailed description of your complaint.
• Any relevant documents or evidence.

Our Complaints Handling Process

1. Initial Handling

Your complaint will be recorded in our complaints log. We will acknowledge receipt of your complaint within 2 working days, providing a reference number and the name of the person handling your complaint. We will investigate your complaint thoroughly and propose a possible solution within 7 working days.

2. Escalation

If you are not satisfied with the initial response, you can request that your complaint be reviewed by a senior manager or director. The senior manager or director will reassess your complaint and respond within 7 working days.

3. Appeal

If you remain dissatisfied with our response, you have the right to appeal. We will review the appeal thoroughly.

At Sol4r Energy Ltd, we are committed to resolving any disputes amicably and efficiently. If you are not satisfied with the outcome of our internal complaints process, we must agree to conciliation if that is your wish. The Conciliation Service we use is provided by the Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES), as outlined in their consumer code. This service aims to reach a non-legal solution to the dispute within a reasonable timescale.

Contact Details for HIES:

Confidentiality and Data Protection

All complaints are treated with the utmost confidentiality and in accordance with the Data Protection Act. Your personal information will be used solely for the purpose of addressing your complaint and will not be shared with third parties without your consent, except as required by law.

Contact Us

For any questions or further assistance, please contact us at:

Thank you for helping us improve our services. We are committed to resolving any issues promptly and to your satisfaction.

Last Updated 16/04/2024