At Compliant Retrofits, we are committed to delivering exceptional customer service. We recognise that sometimes things don’t go as planned, and we want to ensure your concerns are addressed. This document outlines our complaint process, which is designed to help us assist you effectively.
We take every complaint seriously and will handle your concerns with the utmost care and confidentiality. Your feedback is important to us, and we appreciate the opportunity to improve our services.
To help us investigate your complaint effectively, please provide the following information:
To help us investigate your complaint effectively, please provide the following information:
Compliant Retrofits aims to respond to a complaint within 3 working days of receipt. The initial response will confirm receipt of the complaint and allow for a 7-day holding period to fully investigate the complaint based on the information provided.
A formal resolution will be undertaken and reported back to all relevant parties within 10 working days from receipt of the initial complaint.
If a resolution cannot be reached within the initial timeframe, Compliant Retrofits will provide an estimate of the time required to resolve the complaint.
If you find the complaint resolution from Compliant Retrofits unsatisfactory, you can raise the complaint directly with the accreditation scheme (Elmhurst Energy).
Compliant Retrofits assessors are accredited through Elmhurst Energy and a copy of their complaint’s procedure can be issued upon request.
The complaint will then be handled according to the accreditation scheme’s complaint procedure, aiming to find a satisfactory resolution.
If a satisfactory outcome cannot be reached by the accreditation scheme, this will be escalated through an internal appeals process. Details can be provided by the accreditation scheme upon request.
All records of complaints, disputes, and outcomes will be maintained for a minimum of 7 years by Compliant Retrofits. The outcomes will only be made available to the relevant parties.
