Contact Us

Complaints Procedure

Company: Electroglow Ltd (trading as ElectroEnergy)
 Address: D6 MediCity, Third Floor, Thane Road, Nottingham, NG90 6BH
 Email: contact@electroenergy.co.uk
 Phone: 0115 683 0471

Our Aim

At Electroglow Ltd, we aim to deliver a reliable, high-quality service.
 A complaint is any expression of dissatisfaction from a customer where they would like us to take action. When a customer makes a complaint, we will listen carefully, investigate fairly, and aim to resolve it as quickly and effectively as possible.

Complaints Procedure

  1. How to Complain
     Customers may contact us by phone, email, or post. We ask that complaints are made as soon as possible after the issue arises so we can address it promptly.

     

  2. Acknowledging the Complaint
     We will formally log the complaint and record the details provided. A dedicated note will be made of all issues raised.

     

  3. Initial Response
     We will aim to resolve complaints in a timely and fair manner. If we cannot resolve the matter to the customer’s satisfaction, we will advise them of their right to escalate the complaint to the Renewable Energy Consumer Code (RECC). See point 9.

     

  4. Written Record
     For complaints made by phone that cannot be resolved immediately, we may ask the customer to provide the complaint in writing for clarity. We will help with this if needed.

     

  5. Supporting Information
     We may request copies of relevant paperwork or documentation from the customer. Any materials received will be noted in the complaint record.

     

  6. Site Visit (if required)

     

    • If necessary, we will carry out an inspection or site visit within 7 days.

       

    • If the customer is without heating or hot water due to the issue, we will attend within 24 hours.

       

    • The outcome of any visit will be shared with the customer and recorded.

       

  7. Ongoing Communication
     We will keep a record of all communication (calls, emails, letters) and attempted contacts during the investigation.

     

  8. Response Time
     We aim to respond to all complaints with our findings and a summary of actions taken within 10 working days of receiving the complaint.
     When possible, we will resolve complaints informally and more quickly, such as with a phone call that directly addresses the issue. Any informal resolution will still be recorded clearly.

     

  9. Escalation (if unresolved)
     If we are unable to resolve the complaint or the customer is dissatisfied with the outcome, we will refer them to the appropriate external body:

     

    • For technical installation issues, we will direct them to our MCS certification body: NICEIC.

       

    • For issues within RECC’s remit, we will direct them to the Renewable Energy Consumer Code (RECC). Their process is outlined in the “How to Complain” section on the RECC website: https://www.recc.org.uk

       

  10. Cooperation with Third Parties
     We will cooperate fully with our MCS certification body and/or RECC to assist in resolving complaints under their procedures.

     

  11. Legal Action
     We will not pursue legal action or threaten to do so before first attempting to resolve the issue under this procedure and through RECC’s dispute resolution process.

     

  12. Review and Prevention
     We will regularly review our complaint records to identify trends and implement any improvements needed to avoid repeat issues.