Effective Date: 15/04/2025

1. Introduction

At Powergy, we aim to provide exceptional customer service and high-quality solar and energy storage solutions. However, we understand there may be times when our service may not meet your expectations. This Complaints Procedure outlines how you can inform us of any dissatisfaction and how we will handle your complaint.

2. How to Submit a Complaint

You can submit a complaint by:

– Email: [email protected]
– Telephone: 0330 050 1412
– Post: Office 43 The Cobalt Building, 1600 Eureka Park, Lower Pemberton, Ashford, Kent, United Kingdom, TN25 4BF

When making your complaint, please include:

– Your name, contact information, and order/invoice number (if applicable)
– Clear details about your complaint
– How you would like us to resolve the issue

3. Handling Your Complaint

We commit to handling your complaint promptly, courteously, and transparently:

– Acknowledgment: We will acknowledge your complaint within 5 working days.
– Investigation: We will thoroughly investigate your complaint.
– Response: We aim to provide a full response or an update within 45 working days.

If we need more time, we will keep you informed about the reason and anticipated timeline.

4. Resolving Your Complaint

We will strive to resolve your complaint to your satisfaction by:

– Providing a clear explanation
– Apologising where appropriate
– Offering a practical resolution

5. Escalating Your Complaint

If you are dissatisfied with our initial response, you can request an escalation. Your complaint will be reviewed by senior management, who will respond within a further 10 working days.

6. Independent Resolution

If we are unable to resolve your complaint satisfactorily, you have the right to escalate your complaint externally:

– Renewable Energy Consumer Code (RECC)
(https://www.recc.org.uk) | Telephone: 0207 981 0850

– Ombudsman Services (Energy)
(https://www.ombudsman-services.org) | Telephone: 0330 440 1624

7. Continuous Improvement

We value your feedback as an opportunity to improve our services and customer experience.

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Thank you for helping us maintain our commitment to excellent service.