Customer Feedback & Complaints Procedure

Bournemouth Renewables

1. Introduction

At Bournemouth Renewables, we are committed to delivering high-quality services and ensuring customer satisfaction. Feedback from our customers – both positive and negative – is vital to help us improve our services. We take all complaints seriously and aim to resolve them quickly, fairly, and efficiently.

2. Purpose

This procedure outlines how customers can provide feedback or make a complaint and how Bournemouth Renewables will handle such feedback and complaints.

3. Providing Feedback

We welcome general feedback about our services, staff, and performance. Customers can provide feedback by:

- Email: [email protected]

- Phone: 01202 828566

- Post: Bournemouth Renewables, 34 Lake Road. Verwood. BH31 6BX

- Website: www.bournemouthrenewables.co.uk

4. Making a Complaint

If you are dissatisfied with any aspect of our service, please let us know. We treat complaints as an opportunity to learn and improve.

How to Make a Complaint:

Complaints can be made in the following ways:

- By email: [email protected]

- By phone: 01202 828566 (ask for the Complaints Officer)

- In writing: Complaints Officer, Bournemouth Renewables, 34 Lake Road. Verwood.BH31 6BX

Please provide:

- Your name and contact details

- A clear description of your complaint

- Any relevant supporting information (e.g. photos, invoices, emails)

5. Complaint Handling Process

Step 1: Acknowledgement

- We will acknowledge your complaint within 2 working days.

 

Step 2: Investigation

- The complaint will be reviewed by the relevant department or a designated Complaints Officer.

- We may contact you for further information or clarification.

 

Step 3: Response

- A written response will be provided within 10 working days. If more time is needed, we will inform you of the delay and provide regular updates.

 

Step 4: Resolution

- If the complaint is upheld, we will explain what went wrong, apologise, and outline corrective action.

- If the complaint is not upheld, we will provide a clear explanation of our findings.

6. Escalation

If you are not satisfied with the outcome of your complaint, you may escalate it to:

 

- A Senior Manager at Bournemouth Renewables

- An independent body such as the Renewable Energy Consumer Code (RECC) or the Energy Ombudsman (if applicable)

Contact details for escalation will be provided in our final response.

7. Continuous Improvement

All complaints are logged and reviewed regularly to identify trends and opportunities for service improvement. Feedback is shared with relevant teams to help prevent future issues.

8. Confidentiality and Data Protection

All feedback and complaints are handled in accordance with our Privacy Policy and UK GDPR requirements. Your personal data will only be used to process your complaint.

Date of Issue: 24/04/2025

Review Date: 24/04/2026