Customer Complaints Procedure

Should you have any cause for complaint, we want to hear about it so that we can do our best to put things right. Whatever your query or complaint, please do not hesitate to contact us.
How we will deal with your complaint

Stage One - Submission

Contact our Customer Service Department by phone , post or email explaining the reasons for your complaint. Provide your full contact details along with the type of system we installed for you.

Stage Two - Investigation

Your complaint will always be investigated by our full workforce. Where appropriate we will arrange to inspect the customer’s system within seven days of receiving the complaint. We will be as thorough as possible, and to deal with your complaint as quickly as possible we may contact you for any additional information we need.

Stage Three - Resolution

Depending on the complexities of your case, the complaint handler will aim to come to a conclusion as soon as possible after the initial date of your complaint. Once we have resolved your complaint you’ll either receive a telephone call or a letter outlining our decision.
We promise to:
Acknowledge complaints promptly
Investigate complaints quickly and thoroughly
Do everything possible to resolve your complaint
Learn from mistakes made and use information from complaints to continuously improve our service

How and where to Complain

By Post to this address
Unit 10, Pen Isa’r Waen,
Tremeirchion, ST. ASAPH
LL17 0AY

Send Email to
admin@hafodrenewables.co.uk

Telephone Assistance
If you wish to make a complaint but cannot do so in writing please contact us on telephone 01745814369 option1 for assistance to register your complaint with us via alternative means.


If we cannot reach agreement with you
If we cannot agree a solution within 8 weeks and your complaint relates to our credit brokerage service, we will:

– Write to you giving our reasons for the delay and an indication of when we expect to provide a final decision
OR
– Issue our final response/ decision letter which will explain our final position


Our aim is to resolve all complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint on in the following ways:

– Visit https://www.hiesscheme.org.uk/ for details about referring your complaint further to the Home Insulation & Energy System quality assured contractors scheme (HIES)

– Complaints relating to credit brokerage may be referred to the Financial Ombudsman Service (FOS) to investigate further


Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk