Complaints Policy

Enhance Energy Solutions Ltd

Procedure for handling complaints
Prescribed terms
4.17. A Green Deal Provider must take account of the needs of vulnerable consumers, those with additional needs or special access requirements when handling a complaint.
4.18. The Green Deal Provider must, within seven working days of receipt of the complaint, notify the complainant in writing –
4.18.1. that the complaint has been received;
4.18.2. of the Green Deal Provider’s complaints handling procedure;
4.18.3. of the Relevant Ombudsman Service;
4.18.4. any Additional Complaints Handling Procedures.
4.19. Where the complaint is made in respect of a breach of the relevant requirements by the Green Deal Installer or Green Deal Assessor, the Green Deal Provider’s complaints handling procedure must include a duty on the Green Deal Provider to –
4.19.1. obtain all necessary information from the relevant Green Deal Installer or Green Deal Assessor;
4.19.2. notify in writing the Certification Body on whose membership list the Green Deal Installer or Green Deal Assessor is included.
4.20. The Green Deal Provider must use reasonable endeavours to investigate and resolve the complaint. It must notify the complainant in writing of its decision within eight weeks.
4.21. Where the Green Deal Provider considers that a Green Deal Assessor was responsible for the breach and the complaint is made prior to a Green Deal Plan or energy plan being entered into, it must notify the complainant in writing as soon as practicable that the complaint should be handled by the Green Deal Assessor.
4.22. At the same time as notifying the complainant in writing of its decision in respect of a complaint it is required to handle, the Green Deal Provider must give details to the complainant of the Relevant Ombudsmen Service. Where the Green Deal Provider considers that a Green Deal Assessor is responsible the Green Deal Provider must give details to the complainant of the relevant assessor certification body.
4.23. If the complainant is not satisfied with the Green Deal Provider’s decision, the complainant may refer the complaint to a Relevant Ombudsman Service. The Green Deal Provider must assist the complainant to do so, including referring the complaint to that ombudsman service if the complainant so requests.
4.24. The Green Deal Provider must cooperate, and use reasonable endeavours to ensure that the Green Deal Installer and the Green Deal Assessor who carried out the assessment used in the Green Deal Plan, where appropriate, cooperate with any investigation carried out by the ombudsman. 4.25. Any Additional Complaints Procedures specified in accordance with paragraph 4.18.4 must not conflict with the requirements of paragraphs 4.17 to 4.24. Our complaints procedure which sets out the procedure that you should follow if you wish to make a complaint, the time frames in which we will respond to complaints, evidence that you will need to provide in relation to your complaint and how we will attempt to resolve complaints.

 

Enhance Energy Solutions Ltd Complaints Policy & Procedures

 

Introduction

This is the policy and procedures that sets out how Enhance Energy Solutions Ltd will deal with Green Deal complaints about the company and its business practices.

The company recognises that there will be occasions when its actions do not meet the reasonable expectations of the public. This procedure is designed to enable proper consideration to be given to each and every complaint in a way that is as fair and impartial as possible. All complaints will be reviewed regularly by a senior manager of Enhance Energy Solutions Ltd and summary of all complaints will be reviewed quarterly by the Enhance Energy Solutions Ltd Board

 

Our Responsibility as a Green Deal Provider

In the event of a breach made by a Green Deal Installer or Assessor, the relevant certification body will be notified.

Generally, all complaints must be made to Enhance Energy Solutions Ltd by the Customer within 6 years of the date on which the alleged breach occurs, except for the following matters:

Where the complaint concerns matters covered by an installation guarantee, the complaint must be made by the Customer with 5 years of the installation completion for that product;

Where the complaint concerns matters covered by a consequential damage guarantee, the complaint must be made by the Customer within 10 years of the installation completion date for that product;

Where the complaint concerns matters covered by an installation guarantee or consequential damage guarantee in relation to Solid Wall insulation or Cavity Wall insulation, the Customer must make the complaint within 25 years of the installation completion date for that product;

Where the complaint concerns the granting of finance to the Customer under the Green Deal, the complaint must be made at a time when there is still an outstanding balance owed by the Customer under the Green Deal plan.

The site is for marketing only, you could instead put up a client agreement, and post this line, which is a part of all client agreements . If you should have any complaint about the service you receive please write to the complaints officer at Enhance Energy Solutions ltd, at:

Coptic House,
4-5 Mount Stuart Square,
Cardiff,
CF10 5EE
Tel: 02920 492 479

If following our investigation and response you are still not satisfied, you may contact the Financial Ombudsman Service at:

Exchange Tower,
London,
E14 9SR
Tel: 0800 023 456

Full details are contained in our internal complaints procedure which is available to you at any time.

Alternatively contacted through their website www.ombudsman-services.org/complain-now-energy.html