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Complaints policy

Caring for our customers is one of our biggest priorities. As part of our duty of care to customers, we need to make clear to you our complaints process. We’re confident we can resolve any issue you may have with us before a complaint is raised, but should you wish to raise something more formally, please email our customer care team at complaints@glowb.uk.

We know that all feedback is valuable, so we’ll never shy away from any suggestion to help us be better.

Here’s a guide to our complaints process.

 

Documents we might refer to

  • R02 – Corrective and Preventive Action Record: Something we use to document a situation and the action(s) taken to resolve it (which helps avoid the same thing happening again)
  • R06 – Customer Complaint Record: A document to help us keep track of any complaint made

Making a complaint to us

Our dedicated Complaint Handler will help you through our complaints process but if you’d prefer to have your own representative or observer, it’s fine with us and we’d be happy to work with them.

Please use this form to tell us about your complaint. Once we receive your complaint, it will be logged in our system. We aim to resolve your complaint within the timescale set by the Home Insulation and Energy Systems (HIES) Consumer Code.

 

What will happen next?

Everything will be recorded in the R06 – Customer Complaint Record so we don’t miss anything important that you’ve shared with us, and can come to a solution to make you happy.

Your complaint will be acknowledged within 3 working days (or sooner if your complaint is related to hot water or heating). If we need to inspect your system, this will be scheduled within 7 working days.

Our Complaint Handler will review your complaint carefully and give you a final response within 13 working days. We’ll let you know if this will take slightly longer.

If we need to visit your home to pursue the complaint, we’ll arrange a time that works for you and aim to give you a final response within 7 working days.

If anything needs fixing, we’ll note this in the R02 – Corrective and Preventive Action Record.

 

Alternative dispute resolution

If we can’t resolve your complaint, we’ll seek help from an alternative dispute resolution provider through HIES, QA Scheme Support Services LTD and the Dispute Resolution Ombudsman.

HIES contact details
Email: info@hiesscheme.org.uk
Call: 0344 324 5242
Address: Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, PR25 3GR

This complaints policy is governed by the laws of England, Wales, Scotland, and Northern Ireland. Only the courts of England, Wales, Scotland, and Northern Ireland will have jurisdiction. If any parts of a term in this Contract is invalid or unenforceable, it will be removed while the rest will still be valid.

 

Referring a complaint to The Ombudsman

The Ombudsman looks into complaints about companies – they’re independent and don’t take sides.

If you decide to ask for The Ombudsman’s help with your complaint, we’ll work with them to follow their process. We’ll respect and follow any decisions made by The Ombudsman.

 

“Green Deal” complaints

If Green Deal were involved as part of your installation, we’ll let Green Deal Provider (GDP) know of any complaints or issues arising. This includes anything that GDP might need to solve, or anything that might affect other contractors carrying out other energy-efficient installations.

 

Ofgem Consumer Affairs

We aren’t regulated by Ofgem because we are not an energy company. But if you want Ofgem to work with us to resolve an issue, we’d be happy to work with them – sometimes they can take legal actions against us. This is because as a business, we need to provide you with high-quality services, and if we don’t meet the standards, you can report us to Ofgem.

 

Financial Ombudsman Service

Because we offer you financial options, we need to follow the Financial Ombudsman Service (FOS) regulations. If you believe you’ve been treated unfairly by us, you can make a complaint with the FOS.

Website: https://www.financial-ombudsman.org.uk/
Make a complaint: https://www.financial-ombudsman.org.uk/make-complaint
Email: complaint.info@financial-ombudsman.org.uk
Call: 0800 023 4567