1. Our commitment
We aim to get things right first time. If something goes wrong, we want to know so we can put it right promptly and fairly.
2. How to make a complaint
Contact our complaints manager by phone on 03305 202053 or by email at complaints@rest-solar.com. You can also write to us at Elias House, Brymore Road, Canterbury, CT1 1HP. Please include your name, address, installation or quote reference and a description of the problem.
3. What we will do
- Acknowledge your complaint in writing promptly.
- Record the details and contact you to clarify anything we need.
- Fully investigate and keep you informed of our progress.
- Discuss our findings and proposed response with you.
- Give you clear deadlines for a response.
We will send our final response as soon as possible and no later than eight weeks after the complaint was made. Our final response sets out our decision and the reasons for it. If compensation is offered, we show how it was calculated.
4. Complaints resolved within 28 days
If we resolve your complaint to your satisfaction within 28 days, we will confirm this in writing. If you later become dissatisfied with the resolution, you can refer it back to us or to HIES.
5. Regulated finance complaints
We handle complaints about regulated activities in line with the Financial Conduct Authority’s rules: promptly, fairly and with clear replies and, where appropriate, fair redress.
6. Escalating to HIES
If you are not happy with our final response, you can refer your complaint to HIES, our independent dispute resolution provider, free of charge. You must do so within six months of the date of our final response letter.
HIES, Solutions House, Chorley Business & Technology Centre, Euxton Lane, Chorley, PR7 6TE. Tel: 0344 324 5242 (Monday to Friday, 9:00am to 4:30pm). Website: hiesscheme.org.uk
We co-operate fully with HIES and agree to be bound by any awards it makes.
