Complaint Policy for GreenSolarWorld.co.uk

Effective Date: 26/07/2023

Introduction
At GreenSolarWorld.co.uk (the “Website”), we are committed to providing our customers with the highest level of service and satisfaction. We take every complaint seriously and aim to resolve issues promptly and fairly. This Complaint Policy outlines our approach to handling complaints and the steps you can take if you wish to make a complaint.

Lodging a Complaint
If you have a complaint related to any aspect of our products or services, please follow these steps:

2.1 Contact Us
In the first instance, please get in touch with our Customer Support Team. You can reach them by email at office@greensolarworld.co.uk or by phone at 01638 428 974. Alternatively, you can submit your complaint through the “Contact Us” page on our website.

2.2 Provide Necessary Information
When submitting your complaint, please include the following information to help us understand and address the issue effectively:

Your full name
Contact details (email address and phone number)
Order or transaction details (if applicable)
A clear description of the complaint, including relevant dates and any supporting documentation
Complaint Handling Process
3.1 Acknowledgment
Upon receiving your complaint, we will acknowledge it promptly, usually within 7 business days. The acknowledgment will include information about our complaint handling process and an expected timeframe for resolution.

3.2 Investigation
We will thoroughly investigate your complaint, reviewing all relevant information and records to understand the issue fully.

3.3 Resolution
We aim to resolve complaints as quickly as possible. If we can resolve the issue immediately, we will do so and inform you of the outcome. However, in some cases, a more in-depth investigation may be necessary. If this is the case, we will keep you informed of our progress and provide updates on the resolution timeframe.

3.4 Communication
Throughout the complaint resolution process, we will maintain open and transparent communication with you, keeping you informed of our progress and any actions taken.

Escalation
If you are not satisfied with the initial response to your complaint, you can request that your complaint be escalated to a manager or supervisor. They will review the matter independently and provide a final response as soon as possible.

Contacting the Regulatory Authority
If you believe that your complaint has not been adequately addressed, you have the right to contact the appropriate regulatory authority. In the UK, the relevant authority is the Information Commissioner’s Office (ICO).

Amendments to the Complaint Policy
We may update this Complaint Policy from time to time. The revised version will be effective immediately upon posting on this page, with the “Effective Date” stated at the top.

Contact Us
If you have any questions or concerns about this Complaint Policy or wish to lodge a complaint, please contact us at: office@greensolarworld.co.uk