Complaints Procedure

We always aim to provide the best possible service. However, on rare occasions a customer may not be completely satisfied. This page explains how to raise a complaint with us and what happens next. As a Which? Trusted Trader and a member of the Renewable Energy Consumer Code (RECC), we follow both of their complaints procedures.

Contents

Our complaints policy
How we handle your complaint
If we cannot resolve your complaint
Which? Trusted Traders dispute resolution
RECC mediation and arbitration
MCS Installer Standards

To help us put things right as quickly as possible, please inspect the work soon after it is completed. Check that everything has been carried out in line with your contract and to the high standard we aim to achieve.

If you have any concerns, please contact us straight away by phone, email or post. If you write to us, please get proof of posting.

Eco Trades South West Ltd
224 Torquay Road, Paignton, Devon, TQ3 2HN
Telephone: 01803 393530
Email: sales@eco-trades.co.uk

• We aim to respond to your complaint within 5 days of receiving it.
• We will arrange a convenient date to visit, view the problem and/or put it right within 28 days.

If we are unable to resolve your complaint after following our complaints procedure, it may be necessary to use another complaint service.

If we cannot resolve the complaint to your satisfaction, or we cannot agree a final resolution with you, and we both agree that a 'deadlock' has been reached, you can then escalate your complaint using one of the services below.

As part of our Which? Trusted Traders endorsement, we have access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts.

If you choose to, you can refer your complaint to the Which? Trusted Traders Alternative Dispute Resolution service. Please call Which? Trusted Traders on 02922 670 040, who can explain whether you are eligible to use it.

Please note: the RECC mediation and arbitration process only covers unresolved disputes arising from issues connected to the sale and installation of small-scale renewable technologies.

If a dispute arises between you and us that cannot be resolved, you can refer it to RECC's dispute resolution procedure, provided it falls within their remit. We must agree to follow this procedure if that is your wish. RECC is certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find more information on the RECC website.

If you register a dispute with RECC, it will be allocated to a RECC caseworker, who will mediate between both parties to resolve the dispute. Mediation aims to reach a non-legal solution within a reasonable timescale.

If an agreement is not reached through mediation for any reason, you can refer the matter to RECC's independent arbitration service, and we must agree to arbitration if that is your wish. You would have to pay a small fee directly to the arbitration provider, which may be refunded to you if the arbitrator finds in your favour. You can find more information about RECC independent arbitration on their website.

An award made under the independent arbitration service will be final and legally binding on both you and us. Either of us may only challenge the award on certain limited grounds under the Arbitration Act 1996.

Disputes that relate to the MCS Installer Standards can be referred to our MCS Certification Body. We will supply their contact details on request.

We recommend that you read the Renewable Energy Consumer Code, which is available at www.recc.org.uk.