Complaints Procedure


Objective:

To ensure that any complaints we receive are dealt with in a structured manner, recorded and dealt with accordingly.

Scope:

All areas of our operation, including complaints received from customers or Green Deal Providers.

Complaints  Procedure:

Important

Any complaint in relation to any aspect of our Green Deal or ECO work, from any source, must be informed to the Quality Representative without delay.

Ownership of a Complaint

Complaints may be received from a variety of sources, and may be verbal or written. The Quality Representative should, in the first instance, ascertain the procedure to be adopted in the case of a particular complaint.

Green Deal Work

When we receive a customer complaint, GDF11–CustomerComplaintFormshall be completed to gather the necessary information. Relevant information shall then be transferred to the GDR06–ComplaintsRecord. This record shall be used to document any further information we receive or gather regarding this complaint, including information on the transfer of the complaint to the Green Deal Provider.

As the resolving of customer complaints in regard to Green Deal work may not be under our direct control, the Quality Representative should ascertain the procedure we are required to follow in respect of the particular complaint and communicate this to the customer. Where applicable, the customer should be informed in writing who their complaint has been transferred to and the reasons for the transfer. The customer will also be given the name and contact details of the Green Deal Provider concerned.

Any complaints we receive from customers in relation to Green Deal work are required to be transferred to the relevant Green Deal Provider.

For complaints from customers where there is a Green Deal Provider in place, we may be required to follow the procedures of that Green Deal Provider in relation to acknowledging, transferring and/or resolving that complaint. The Quality Representative should ensure that the Green Deal Provider’s procedure is followed. The Quality Representative must, however, ensure that any procedures we are required to follow by other Green Deal participants do not affect our compliance with PAS 2030:2014 Edition 1 or the areas of the Green Deal Code of Practice v3 relevant to our organisation.

In the absence of any particular requirement, the Quality Representative shall contact the Green Deal Provider concerned and give them full details of the complaint.

Where the complaint is in connection with the installation, the Quality Representative should take the necessary action to confirm that the complaint has been addressed by the Green Deal Provider and the issue resolved. This may include contacting the customer and or the Green Deal Provider for written confirmation if at all possible.

ECO Work or Work Carried out under an Energy Plan which is not a Green Deal Plan

Unless we have any arrangements to the contrary with ECO suppliers or others administering an Energy Plan which is not a Green Deal Plan, all customer complaints shall be acknowledged, recorded and resolved by us. GD F11–CustomerComplaintForm shall be completed to gather the necessary information. This shall then be transferred to the GDR06–ComplaintsRecord. This record shall be used to document any actions taken to    resolve the complaint and of the outcome.


Complaints from Green Deal Providers

Upon receiving a complaint from a Green Deal Provider a GDF11A–GDPComplaintFormshall be completed to gather the necessary information. This shall then be transferred to the GDR06–ComplaintsRecord.This record shall be used to document any actions taken to resolve the complaint and of the outcome. The Quality Representative shall endeavor to obtain written confirmation from the Green Deal Provider concerned that they are satisfied with the outcome.

Standard Complaints Procedure

In the absence of any other agreements that may be in place in regard to the handling of complaints that may have been made with other Green Deal participants, the following procedure should be adopted:

When we receive a Customer Complaint, GDF11–CustomerComplaintFormwill be completed.
When we receive a Green Deal Provider Complint a GDF11A–GDPComplaintForm will be completed.  

The complainant will be informed as to the next course of action or when they will be contacted to discuss the
matter further.

The Complaint Process is as follows:

  • Relevant complaint form raised and passed to the Quality Representative;

 

  • The Quality Representative or a person specifically instructed by the Quality Representative will contact the complainant within 1 working day, unless otherwise agreed, and advise on steps to be taken to address the issue;
  • The Quality Representative will fully investigate the complaint, decide on the next course of action and record all relevant information;

 

  • The issue should be rectified within the time period agreed with the complainant, or the complainant should be contacted and a new timescale agreed;
  • Once the issue is rectified this should be detailed on the complaint form;

 

  • Whenever possible, we must try to obtain written confirmation that the complaint has been resolved to the satisfaction of the complainant, this is particularly important in the case of a complaint from a Green Deal Provider or where we have transferred the complaint to a Green Deal Provider. Any information received will be retained in the ComplaintsFolder and a copy placed in the ProjectFolder for the installation concerned;
  • The Complaint Form and any relevant information should be collated by the Quality Representative;

 

  • The Quality Representative will enter the details of the complaint on GDR06–ComplaintsRecord under the same reference number as the complaint form. The log should be marked as to whether the complainant was satisfied with the outcome. Any evidence supporting the documented outcome should be retained within the ComplaintsFolder;
  • Preventative action should be considered to prevent a recurrence of this issue; this may include consulting with the GDP where appropriate. This action should be recorded on the GDR02–CorrectiveandPreventive Action Record.

 

We are required to cooperate with the Secretary of State (and the Oversight and Registration Body acting on his behalf) and with the relevant Ombudsman Service who is investigating complaints, requesting information or seeking redress on behalf of Green Deal customers.

 

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