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: complaints@powergy.co.uk
- Telephone: 03300 501412
- Post: Unit E5, J31 Business Park, Motherwell Way, West Thurrock, Essex, RM20 3XD
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)
www.recc.org.uk | Telephone: 0207 981 0850 - Ombudsman Services (Energy)
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.
Thank you for helping us maintain our commitment to excellent service.