Grayston Installation Complaints Procedure
At Grayston Installation, our mission is to provide each customer with exceptional service and satisfaction. However, we understand that there may be rare instances where our customers may not be completely satisfied. In such cases, our commitment is to go above and beyond to make things right. To ensure we address any concerns promptly and appropriately, please read and follow our complaints procedure below.
## Inspect and Communicate
It is vital that you inspect any work carried out to ensure it aligns with the terms of the contract and meets our high-quality standards. If, by any chance, you find something unsatisfactory, please contact us as soon as possible. This enables us to rectify any issues promptly.
### Our Procedures (Last Updated: 14/06/2022)
**Complaints Contact Details:**
– Email: [complaints@graystoninstallation.co.uk](mailto:complaints@graystoninstallation.co.uk)
– Address:Grayson Solar Installations Ltd, 18 Grange wood Avenue, Grays, Essex RM16 2GH
To file a complaint, you can either email, call, or write to us. Our goal is to respond to all complaints within five business days of receiving them. Whether your complaint is verbal or written, including electronic communication, it will be directed to our complaints manager or a senior member of our management team if the complaints manager is unavailable. Additionally, we will record all complaint details on our system immediately and will not require you to submit a written complaint.
We will promptly acknowledge your complaint in writing and seek clarification on any points if necessary. Our dedicated team will thoroughly investigate your complaint, keep you informed of our progress, and discuss our findings and proposed response with you. We also ensure that our partners follow a compliant complaints procedure when communicating with their customers.
You will receive updates on the progress of your complaint if we cannot respond immediately, and we will provide you with our final response as soon as possible, within eight weeks. Upon receiving your complaint, we will send you an acknowledgment letter, so please ensure your contact information and the installation address are included.
## Grayson Solar Installations Ltd
Customers may express dissatisfaction with our products and services, and we will determine whether the complaint is related to information provided, our firm, or the service and installation. If there is any uncertainty, we will proceed with our own investigation. The complaints manager will review the matter and present it to the firm for investigation, providing a written explanation and any supporting information, such as photos, checklists, or remedial satisfaction notes.
## Investigation
The complaints manager will establish the nature and scope of the complaint, adhering to the Financial Conduct Authority’s directions to:
– Deal with complaints promptly and fairly.
– Provide clear replies and fair redress when appropriate.
– Complete investigations within up to eight weeks.
## Eligible Complaints
We treat all complainants equally; however, eligible complainants, those who have purchased goods and services using lender finance, have additional legal rights that we must acknowledge and follow. The Financial Conduct Authority Complaints Rules apply to complaints that are:
– Made by or on behalf of an eligible complainant.
– Related to regulated activities.
– Involving allegations of financial loss, material distress, or material inconvenience.
## Final Response
Our final response will clearly state our decision and the reasons behind it. If any compensation is offered, we will provide a transparent calculation method. For eligible complainants dealing with regulated activities, we will also include details of the Financial Ombudsman Service in the final response, explaining the complainant’s right to refer the matter within six months of the final response date or lose this service. We will indicate whether we consent to waive time limits.
## Complaints Settled Within 3 Business Days
Complaints resolved to the customer’s satisfaction within three business days may be recorded and communicated differently. We will promptly send a ‘Summary Resolution Communication’ that:
– Acknowledges the complaint and informs the customer of its resolution.
– Informs the customer of their right to refer the complaint to us for further consideration or to the Financial Ombudsman Service.
– Provides the website address of the Financial Ombudsman Service.
– Refers to additional information available on the Financial Ombudsman Service’s website.
We may use other communication methods, such as recorded calls, emails, or text messages, if they better suit the customer’s needs or if we have been using them for complaint communication.
## Closing a Complaint
A complaint is considered closed when we have issued our final response to the customer. However, this does not prevent the customer from exercising their right to refer the matter to the Financial Ombudsman Service.
## Financial Ombudsman Service
If we are unable to resolve your complaint through these procedures, you have the option to refer it to the Dispute Resolution Ombudsman service. We commit to full cooperation with the Ombudsman in resolving any complaints and will abide by any awards issued by the Ombudsman. The firm agrees to promptly pay any fees levied by the Ombudsman.
## Complaint Deadline
You have the right to refer your complaint to the Financial Ombudsman Service free of charge, but you must do so within six months of the final response letter’s date. If you fail to refer your complaint within this timeframe, the Ombudsman may only consider it under exceptional circumstances.
We are dedicated to providing the best possible service to our customers, and we hope this complaint procedure ensures that every concern is addressed promptly and fairly. If you have any questions or need assistance, please do not hesitate to contact us at [complaints@graystoninstallation.co.uk](mailto:complaints@graystoninstallation.co.uk) or through our address provided above.
Grayston Installation Ltd