Enquire Now or Call Us Today On 0800 112 3110 Policy Statement
Project Solar UK is committed to providing excellent Customer Service. Whilst every effort is taken to provide excellent customer service, sometimes mistakes are made. If you have an issue with your experience, please raise this with us as we aim to resolve any concerns promptly and efficiently. We will also use the feedback to improve our existing procedures.
Our complaints procedure has been set up for people who feel dissatisfied with the service & experience they have received. It is also an assurance that we have a consistent approach to following up and responding to the complaints with a view to continuously improve our performance. Project Solar UK have a simple approach for ease of handling complaints. This policy will be reviewed monthly by the directors to ensure that necessary improvements to our service can be made, they are identified and more importantly acted upon.
The objective is to ensure complaints are dealt with promptly, efficiently, courteously and systematically. Customers are kept informed of the progress and resolution of their complaint.
How can complaints be made?
- By speaking with a member of the Operations & Customer Resolutions Department
- In writing
- By Email: customer.resolutions@projectsolaruk.com
- By completing the complaints form
On receiving your complaint, we may send you a consumer document checklist which will detail the information we require in order to investigate your concerns.
How we handle complaints and what will happen next?
We have designated complaints officers who will ensure your complaint is registered, acknowledged and responded to in accordance with our complaints handling process below. We may request further information to enable us to investigate the concerns which you raised, please note should this information not be provided, we may be unable to fully investigate your concerns.
Complaint Acknowledgement and Complaint Response
Upon receiving your complaint, this will be recorded on the system and allocated a reference number. You will receive acknowledgement of your complaint within 2 working days in writing or by email (as requested). When acknowledging your complaint, we may request information from you to be able to investigate your concerns, once the relevant information has been provided, we will fully investigate your concerns and provide a written response within 14 days.
Complaint Response Appeal
You have the right to appeal this decision. Your appeal must by lodged within 14 days from the date on the complaint response letter. If it has not been possible to resolve your concerns at this stage, we may escalate your complaint to an Appeal Review by a departmental manager. However, should no further information be provided, your complaint will not be escalated, and the decision will remain our final response to the matter.
Appeal Review
On review of your Complaint Response Appeal, should new information be bought to light, the complaint will be reviewed by a departmental manager. You should expect to receive a full response within 14 days, or a letter/email explaining any reason why further time is required to investigate your complaint and details of when you should expect a full response by.
ADR – Alternative Dispute Resolution
If at any time a dispute cannot be resolved amicably then both parties can refer the matter to an independent conciliation as a way of resolving the situation. We must agree to conciliation if that is your wish. The Conciliation Service used is that offered by Home Insulation & Energy Systems Contractors Scheme (HIES) and is described in their consumer code. It aims to reach a non-legal solution to the dispute in a reasonable timescale. (Please see full terms and conditions).
For more information on HIES Alternative dispute resolution please visit
See below contact details for HIES
Address: Centurion House, Leyland Business Park, Centurion Way, Farrington, Leyland, PR25 3GR
Tel: 0344 324 5242
Email: info@hiesscheme.org.uk
Financial Ombudsman
If you are not satisfied with the response provided you have a right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge. Please note that should you wish to use the services of the Financial Ombudsman you must do so within six months of the date of this letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was because of exceptional circumstances.
You may contact the Financial Ombudsman Service using the following details and we have provided a link to their consumer leaflet containing more detail.
Address: The Financial Ombudsman Service, Harbour Exchange Square, London, E14 9SR
Website: www.financial-ombudsman.org.uk/consumer/complaints.htm
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567
If a settlement is offered at any stage, the associated acceptance form must be signed and returned to us without delay. Any offer that has not been accepted will be automatically withdrawn after 6 months.
All customer complaints are treated in strictest confidence, fairly and comply with the Data Protection Act. We value our customer’s complaints and aim to resolve complaints quickly and amicably.
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