Green Deal Complaints Policy & Procedures

 

Introduction 

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

II. 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. 

III. All complaints will be reviewed regularly by a senior manager of Energy Trust. 

IV. A summary of all complaints will be reviewed quarterly by the Energy Trust Partners. 

 

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 Energy Trust by the Customer within 6 years of the date on which the alleged breach occurs, except for the following matters: 

I. 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; 

II. 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; 

III. 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; 

IV. 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. 

 

In the event that the Customer is not satisfied with the Energy Trust decision, the Customer may make a further complaint to the Relevant Ombudsman Service. Energy Trust will assist the Customer in any such reference, but they can be contacted direct at the address below: 

Green Deal Ombudsman, The Brew House, Wilderspool Park, Greenall's Avenue, Warrington, Cheshire. WA4 6HL 

Alternatively contacted through their website: 

www.ombudsman-services.org/complain-now-energy.html

 

How to make a formal complaint 

If you wish to make a formal complaint against Energy Trust it can be made verbally, by letter or email to the relevant addresses below. 

You must include all the details of the Green Deal Plan ID number, property, Green Deal Assessor/Installer (where relevant), along with your contact details, email or phone numbers with suitable times for contact. 

Energy Trust

Unit 4, Beauchamp Industrial Park, Tamworth, Staffordshire, B77 5BZ.

Email: greendeal@energy-trust.co.uk 

Tel: 0845 680 6780

 

The Procedure 

Once we have received your complaint it will be dealt with in accordance with the following three steps. 

Step 1: You will be sent an acknowledgement within 7 working days of receipt of your complaint. If we are unclear as to any aspect of the issues you have raised we may ask you for additional information or clarification in order to investigate the matter further. 

Step 2: If the complaint is not relevant to the Energy Trust, you will be notified within 7 working days of receipt of the complaint and where possible we will direct you to the relevant body. 

Step 3: Energy Trust will review your complaint and a full reply will be sent to you within 20 working days.

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