1. Our Commitment
At No Upfront Solar, we are dedicated to delivering an outstanding experience at every stage of your solar journey. However, we recognise that things can occasionally fall short of expectations. When that happens, we want to hear from you so we can put things right as quickly as possible.
This Complaints Procedure outlines how to raise a concern, what you can expect from us at each stage, and how we ensure every complaint is handled fairly, thoroughly, and promptly.
2. How to Raise a Complaint
You can submit a complaint through any of the following channels:
- Email: [email protected]
- Phone: 01282 501589 (Monday to Friday, 9:00am – 5:30pm)
- Post: Complaints Department, No Upfront Solar, Unit 288 Northlight Industries, Pendle Road, Brierfield, Nelson BB9 5FL
When raising a complaint, please provide the following information to help us investigate efficiently:
- Your full name and contact details
- Your property address (if related to an installation)
- A clear description of the issue and when it occurred
- Any relevant reference numbers, correspondence, or supporting documents
- The outcome you are seeking
3. Our Three-Stage Process
Stage 1: Initial Acknowledgement (Within 2 Working Days)
Upon receiving your complaint, we will send you a written acknowledgement within two working days. This acknowledgement will confirm the details of your complaint, provide a unique reference number, and identify the member of our team who will be handling your case.
Stage 2: Investigation and Response (Within 10 Working Days)
Your complaint will be thoroughly investigated by a senior member of our team. We will review all relevant records, speak with any staff involved, and gather any additional information needed. We aim to provide you with a full written response within 10 working days of acknowledgement.
Our response will include:
- A summary of the complaint as we understand it
- The findings of our investigation
- Any corrective actions we intend to take
- An explanation of how to escalate the matter if you remain dissatisfied
If the investigation requires additional time due to complexity, we will notify you of the delay and provide a revised timeline. In no circumstances will the investigation exceed 20 working days without your prior agreement.
Stage 3: Escalation and Final Review (Within 10 Working Days)
If you are not satisfied with the outcome at Stage 2, you may request an escalation by contacting us within 14 days of receiving our response. Your complaint will then be reviewed by a senior director who was not involved in the original investigation.
The final review will be completed within 10 working days, and you will receive a written decision that represents our final position on the matter.
4. External Resolution
If you remain dissatisfied after completing our internal complaints process, you have the right to refer your complaint to the following external bodies:
4.1 Renewable Energy Consumer Code (RECC)
As an organisation committed to best practice in the renewable energy sector, complaints related to the sale or installation of your solar system may be referred to the Renewable Energy Consumer Code. RECC provides an independent dispute resolution service for consumers.
- Website: www.recc.org.uk
- Phone: 0207 981 0850
4.2 Citizens Advice
Citizens Advice can provide free, impartial guidance on your consumer rights and help you understand your options for resolving a dispute.
- Website: www.citizensadvice.org.uk
- Phone: 0800 144 8848
4.3 Financial Ombudsman Service
If your complaint relates to the financial aspects of your solar subscription agreement, you may be eligible to refer the matter to the Financial Ombudsman Service.
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
5. Vulnerable Customers
We recognise that some customers may be in vulnerable circumstances. If you or someone acting on your behalf lets us know about any additional needs, we will make reasonable adjustments to our complaints process. This may include providing information in alternative formats, allowing additional time for responses, or arranging for a dedicated point of contact.
6. Learning from Complaints
Every complaint is an opportunity for us to improve. We maintain a central complaints register and conduct quarterly reviews to identify recurring issues and implement systemic improvements. Trends and insights from complaints are reported to our senior management team and used to inform staff training, process enhancements, and service development.
7. Confidentiality
All complaints are treated in strict confidence. Information relating to your complaint will only be shared with individuals directly involved in the investigation and resolution process. Your personal data will be handled in accordance with our Privacy Policy and the UK GDPR.
8. Contact Us
If you have any questions about this Complaints Procedure, please do not hesitate to get in touch:
- Email: [email protected]
- Phone: 01282 501589
- Address: Unit 288 Northlight Industries, Pendle Road, Brierfield, Nelson BB9 5FL