Objective:
A Green Deal Provider must put in place a complaints handling procedure which sets out the circumstances in which it is required to handle a complaint and the requirements specified in paragraphs 4.17 to 4.25 of the Green Deal Code of Practice. There is a duty of care on a Green Deal Provider in relation to complaint handling and our complaints handling procedure is outlined below.
Scope:
All areas of operation, including complaints received from or via Green Deal Installers and/or Green Deal Assessors.
Complaints Handling Procedure:
Step 1
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. Where a consumer may be vulnerable, for example, have mental or physical infirmity, or English may not be their first language, then we would request and allow that a trusted 3rd party be present.
Step 2
Complaints received by telephone
All complaints should be handled in a polite and professional manner and recorded on a Customer Complaints Form and also entered into the Complaints Record Log at the time of receiving the complaint by the person dealing with the complaint. The person dealing with the complaint must, within seven working days of receipt of the complaint, notify the complainant in writing –
that the complaint has been received;
of our company complaints handling procedure;
of the Relevant Ombudsman Service;
of any Additional Complaints Handling Procedures.
Step 3
Complaints received in writing and/or via e-mail
The complaint should be recorded on a Customer Complaints Form and also entered into the Complaints Record Log by the person dealing with the complaint. The person dealing with the complaint must, within seven working days of receipt of the complaint, notify the complainant in writing –
that the complaint has been received;
of our company complaints handling procedure;
of the Relevant Ombudsman Service;
any Additional Complaints Handling Procedures.
Step 4
Complaints received in writing via Customer Feedback Form
Customers are encouraged after the completion of an installation to answer questions and provide feedback in writing for internal assessment. The person dealing with the complaint must, within seven working days of receipt of the complaint, notify the complainant in writing –
that the complaint has been received;
of our company complaints handling procedure;
of the Relevant Ombudsman Service;
any Additional Complaints Handling Procedures.
Step 5
Review
The complaint or problem is reviewed by Stuart Houten (Director) and a course of action decided upon based upon the nature of the complaint. Any discussions with third parties shall be logged on the Customer Complaints Form. This will also contain the customer’s full history from initial enquiry and may help identify any potential issues and provide full details and background on the customer concerned and the Green Deal Assessor and Green Deal Installer.
The firm recognises that it would take responsibility for complaints about the Green Deal Supply Chain and all necessary information on the Green Deal Installer and/or Green Deal Assessor will be obtained and if necessary notification in writing will be made to the Certification Body on whose membership list the Green Deal Installer or Assessor is included.
Step 6
Action to be taken
Once the complaint has been investigated in full and the course of action decided the outcome will be undertaken in a speedy and professional manner and the customer contacted at most within 8 weeks from the date of complaint. Depending on the nature of complaint a site visit shall be arranged within this period to inspect the measure.
The findings shall be reported to the customer clearly in writing (earlier if a possible safety issue arises from the complaint).
Step 7
Outcomes
It may be necessary to refer the matter to a Green Deal Installer or a Green Deal Assessor. All complaints and Feedback Forms shall be analysed and discussed and documented at the quarterly meetings on the Quarterly Review Form and logged at the Quarterly Review Minutes for assessment and improvement.
Once the issue is rectified this should be detailed on the Complaints Form and Log.
The Complaints Form and Log should then be passed to the Quality Representative.
Step 8
Appeals Process
If the customer is not satisfied with the outcome and remedy offered then the customer may notify the Relevant Ombudsman Service and we would co-operate fully should this need arise.
PUBLISHED VERSION OF EXTERNAL COMPLAINTS PROCEDURE
IF YOU NEED TO MAKE A COMPLAINT
The principle assigned to deal with complaints is:-
Stuart Houten – Director
Green Funding Limited
24 Waters Edge
Middleton
Manchester
M24 2US
info@greenfundingltd.co.uk
www.greenfundingltd.co.uk
Tel: 07870 564611
Company Registration No: 09248321
Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time.
When that happens we want you to tell us what went wrong so we can put matters right.
We want to:
– Make it easy for you to tell us what went wrong;
– Give your complaint the attention it deserves;
– Resolve your complaint fairly without delay; and
– Make sure you are satisfied with how your complaint was resolved.
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In writing – write to us at the address overleaf and address your letter to Mr Stuart Houten – The Customer Complaint Manager.
By telephone – call us on 07870 564611 during our office hours and ask for the Customer Services Department.
By email – use the email address shown overleaf.
How long will it take?
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:
– Why we have not resolved your complaint;
– Who is dealing with your complaint; and
– When we will contact you again.
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 07870 564611 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you
If we can’t agree a solution with you within eight weeks, we will:
– Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
OR
– Issue our final decision letter which will explain our final position.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk.
CUSTOMER COMPLAINTS
If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.
Telephone: 07870 564611
Email: info@greenfundingltd.co.uk
Stuart Houten – Director
Green Funding Limited
24 Waters Edge
Middleton
Manchester M24 2US