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Complaint

Complaint

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    Members must recognise the value of effective complaint handling systems.

    Code Provisions

    1. Members must make sure that consumers are provided with effective and appropriate customer service to include:
      1. Before a contract has been agreed
      2. After placing an order
      3. After booking
      4. After paying
      5. After the product has been installed
      1. Members should have accessible and user-friendly procedures in place to ensure that these enquiries are dealt with effectively. Whenever possible, customer service that goes beyond the requirements of law should be provided free or at a reasonable charge.
      2. Members should endeavour to respond to enquiries within three working days and where a customer shows concerns, the member must show a willingness to satisfy their requirements.
      3. Members must provide a non-premium rate contact telephone number for any consumers wishing to make a complaint or make a service call.
    2. Members must adequately train their staff to handle complaints and must nominate a person who is the designated complaints handler (or the leader of a team of complaints handlers if appropriate).
      1. At all times, the member’s personnel / agents, i.e. sales staff, complaints handler, administration staff and the managing director or proprietor(s), have undergone induction training.
      2. All customer facing personnel, including any third-party sales staff (e.g. anybody engaged in the sales process for or on behalf of the member) must attend a training seminar which will include information on selling methods, consumer rights, cancellation rights and identifying and dealing with consumers with additional needs.
    3. All complaints must be dealt with professionally via the Ecosave online 3 stage approved complaints procedure.
      1. Every customer, will be provided with the Ecosave online complaint link or the web address.
        1. Part 1 the client will officially complain online via the website or telephone call with details of the complaint in full, this will create a log and retain the details of the complaint.
        2. Part 2 an Ecosave customer service complaint handler will immediately respond via an email or call to the customer and confirm the details have been received and inform the client of a 3-day investigation of the complaint, in which time the complaint will be investigated thoroughly.
        3. The complaint handler will return to the client and handle the complaint in 3 days or inform the client it is going to take longer but we intent to handle all complaints to a satisfactory end with 7 days.
        4. If the complaint cannot be settled with 7 days:
      2. The member will advise any complainant at the earliest opportunity if it considers it will be unable to meet the extended 7-day investigation of complaints, will give reasons for the same and will advise the complainant of the new anticipated date of completion of the investigation(s);
      3. Where the complainant is dissatisfied with the progress of a complaint, they have the right to request assistance from the scheme. This will normally take the form of longer investigation and/or an attempt at settlement by conciliation or mediation by the scheme administrator on the customer’s application to them,
      4. If an attempt at conciliation or mediation fails to resolve the complaint/dispute, the complainant may, at any time, require that the matter be referred to the Ombudsman with a request for a review or for a formal intervention and a binding decision.
      5. The complainant may, at any time, register a formal complaint directly with the Ombudsman (although it would be normal for all of the processes set out above to have been exhausted before such a direct reference is made);
      6. The Ombudsman is entirely independent of the members and can be contacted through www.disputeresolutionombudsman.org
    4. A log of all complaints (the complaints directory) must be kept by the complaint handler together with details of all communications with the customer with respect to the complaint (the ‘tracking form’).
      1. The complaints log and tracking forms shall be made available for inspection at any time by the scheme or the Ombudsman.
      2. The member’s or the family supporting members complaint handler shall be responsible for handling the complaint, progressing the complaint and for recording in writing details of all communications with the customer within the complaint’s directory and tracking forms.
      3. Where a consumer is without electricity, heating or hot water as a result of the situation that has led to the complaint, the member will arrange to inspect the system within 24 hours of receiving the complaint. All other complaints shall be acknowledged in writing within not more than three working days of being received by the complaint handler.
      4. The complainant must be advised in the letter of acknowledgement of the following:
        1. Receipt of the complaint by the member;
        2. The member’s internal complaints procedure;
        3. The scheme complaints procedure;
        4. The identity and contact details of the nominated complaint handler;
        5. The date by which the member will send a detailed response to the complainant setting out the specific actions that will be taken to respond to the complaint (‘detailed response’) and the anticipated timescale if the specific matters of which complaint is made are not addressed in the letter of acknowledgment.
      5. A detailed response should usually be provided in writing to the customer within seven working days of the date of receipt of the formal written complaint and should be a final disposition of the matter.
      6. The complaint handler without undue influence from any other person within the member will decide the most appropriate detailed response depending upon the seriousness or urgency of the complaint and:
        1. If a detailed response cannot be provided within the originally specified timescale, shall inform the complainant of the new anticipated timescale and the reason for the delay;
        2. Or if an investigatory visit is required, the complaint handler and the complainant should liaise to set up an appointment that is convenient for both parties. Where reasonably practicable this appointment should take place within seven working days of advising the customer of the need for an investigatory visit.
      7. Where a consumer is without electricity, heating or hot water as a result of the situation that has led to the complaint, the member’s complaint handler should provide a final response in writing to the customer within not more than 24 hours.
      8. In all other cases, the member’s complaint handler must endeavour to provide a final response in writing to the customer within seven working days of the date of carrying out the investigatory visit.
      9. A member may request a complaint is submitted in writing (including email) to form part of its records but shall not make this a requirement.