How to make a complaint
At Mr Solar we take customer service seriously. If something has gone wrong, we want the opportunity to understand the problem, investigate it properly and put matters right wherever possible.
We aim to resolve complaints quickly and fairly
We believe that in most cases a complaint can be resolved informally. We therefore ask customers to contact us as soon as possible if they have a grievance or concern.
Contact Mr Solar
Speak to us first and give us the opportunity to understand and resolve your concern informally.
Formal Complaint
If you are not satisfied with the proposed resolution, submit your complaint to Mr Solar in writing.
Independent Resolution
If the matter remains unresolved, it may be referred to HIES for alternative dispute resolution.
Contact us as soon as possible
We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally.
Please therefore contact us as soon as possible if you have a grievance or concern.
- If you contact us by telephone or in person, make a note of the person you spoke to.
- Make a note of any resolution offered to you.
- Record whether you are satisfied with the proposed outcome.
- Keep copies of any relevant correspondence, photographs or supporting information.
If you are unhappy with the resolution offered, you may move your complaint to Stage 2 of our formal complaints procedure.
Put your complaint in writing
If your complaint has not been resolved informally, please record your complaint in writing and send it to:
Beacon Innovation Centre
Camelot Road
Gorleston-on-Sea
Great Yarmouth
NR31 7RA
What to include
- Your name and address.
- Your telephone number.
- Your email address.
- A clear description of your complaint.
- Details of any previous discussions with members of the Mr Solar team.
- Any photographs, documents or other information that may assist our investigation.
We will acknowledge receipt of your written complaint within 3 working days.
We aim to provide a detailed response within 14 working days of receiving your complaint.
We may contact you by telephone to ensure that we have properly understood your complaint and the issues you would like us to investigate.
Your complaint will be recorded in our complaints log and assigned for investigation.
You will receive a detailed response within 14 working days of receipt of your complaint.
Some investigations may take longer, particularly where a site visit, further testing, information from a manufacturer or additional technical investigation is required.
In these circumstances, we will provide you with a progress report and an expected date for our final response. This will be no longer than a further 14 working days.
If we cannot resolve the matter
In the event of an issue that cannot be resolved through our internal complaints procedure, you can refer your case to our nominated alternative dispute resolution provider through HIES.
HIES Consumer Code
Address:
Solutions House
Chorley Business & Technology Centre
Euxton Lane
Chorley
PR7 6TE
Email:
info@hiesscheme.org.uk
Website:
www.hiesscheme.org.uk
Mr Solar Ltd agrees that, in the event of a dispute, we will exclusively attempt to resolve that dispute through the alternative dispute resolution services available through HIES.
We want the opportunity to put things right.
If you have a concern about our service, workmanship, installation or communication, please raise it with us as soon as possible so that it can be properly investigated.
View Complaints Process