COMPLAINTS PROCEDURE
Complaints Procedure
Eco Systems Group Limited is committed to dealing with complaints fairly, promptly and professionally. We use complaints and customer feedback to identify improvements in our services, workmanship, communication and internal processes.
All complaints are recorded, investigated and tracked through to closure. Where appropriate, complaints are also reviewed for trends, root causes and corrective actions to help prevent recurrence.
How to Make a Complaint
You can contact us by:
Telephone: 0203 411 5188
Email: info@ecosystemsgroup.co.uk
Post: Unit 2, Elms Industrial Estate, Church Road, Harold Wood, Essex, RM3 0JU
Please provide your name, property address, contact details and a brief description of the issue so that we can investigate it properly.
Solar PV, Battery Storage and Heat Pump Complaints
Complaints relating to Solar PV, battery storage or heat pump installations will be handled under our company complaints procedure and, where applicable, the requirements of MCS and the relevant consumer code.
We will investigate the complaint, keep you informed of progress and explain any proposed remedial or corrective action.
If we are unable to resolve the complaint directly, we will explain the appropriate external escalation or dispute-resolution route available to you.
Insulation and Retrofit Complaints
Complaints relating to cavity wall insulation, loft insulation, internal or external wall insulation and other applicable retrofit works will be handled under our company complaints procedure and the relevant PAS 2030, PAS 2035, TrustMark and Scheme Provider requirements.
For applicable TrustMark-registered work, the consumer should first raise the complaint with Eco Systems Group. If it cannot be resolved, the complaint may be escalated to the relevant TrustMark Scheme Provider and, where applicable, subsequently to the appropriate independent dispute-resolution service.
Our Complaints Process
When we receive a complaint, we will:
- record and acknowledge it;
- appoint an appropriate person to investigate;
- review relevant surveys, photographs, installation records and correspondence;
- arrange a site inspection where necessary;
- keep the customer informed while the investigation is ongoing;
- identify any remedial or corrective action required;
- provide a clear outcome; and
- review complaints for recurring trends and opportunities for improvement.
Vulnerable Customers
We recognise that some customers may require additional support when raising or dealing with a complaint.
Where a customer is identified as vulnerable or requiring additional assistance, we will make reasonable adjustments and adapt our communication to meet their needs. This may include providing information in a more accessible format, allowing additional time, or involving a trusted family member or representative where appropriate.
Continuous Improvement
Complaints are not treated simply as individual issues. We review complaints for recurring themes, workmanship concerns, communication failures and other trends so that root causes can be identified and corrective or preventive action taken.
Where repeated defects or service issues are identified, we may review procedures, provide additional training or supervision, or introduce further quality controls to reduce the risk of recurrence.
External Escalation
If a complaint cannot be resolved directly by Eco Systems Group, we will explain the relevant external complaint, Scheme Provider, consumer-code or dispute-resolution route that applies to the installation or contract.