Complaints Procedure
Contact Details for Complaints Department
For any complaints or concerns, you may reach us through the following channels:
- Telephone: 01535 210050
- Email: hello@homeenergygroup.co.uk
Our Complaints Handling Process
We take all complaints seriously and strive to resolve them efficiently and fairly. Any complaint, whether verbal or written, will be escalated to our Complaints Manager at the earliest opportunity. If the Complaints Manager is unavailable, the complaint will be directed to a senior management team member.
Key Steps in Our Complaints Process:
- Acknowledging the complaint in writing as soon as possible.
- Logging the complaint details into our internal complaint management system.
- Seeking clarification from the complainant if any information is unclear.
- Conducting a thorough investigation to assess the nature and validity of the complaint.
- Keeping the complainant informed about the progress of the investigation.
- Discussing our findings and proposed resolution with the complainant.
- Ensuring that all firm partners adhere to our complaint resolution procedures.
- Providing clear timelines for responding to the complainant.
If we are unable to resolve the complaint immediately, we will keep you updated on our progress. Our final response will be provided as soon as possible, and no later than eight weeks from the date of receiving the complaint.
Scope of Complaints
Customers may raise concerns regarding our products and services, including information provided, the firm’s conduct, or issues related to service and installation. If the nature of the complaint is unclear, we will not delay the investigation but will proceed with our assessment.
The Complaints Manager will review the issue and escalate the matter to the appropriate team for further investigation. This may involve obtaining a written response, photographic evidence, checklists, or remedial satisfaction notes from relevant parties.
Investigation Process
Our Complaints Manager will thoroughly investigate the complaint while adhering to the Financial Conduct Authority (FCA) guidelines, which require firms to:
- Handle complaints promptly and fairly.
- Provide clear and transparent responses to complainants.
- Offer fair redress where appropriate.
Eligible Complainants
While we treat all complainants equally, certain complainants are legally defined as eligible complainants and have additional rights under the law.
FCA regulations apply to complaints that:
- Are made by, or on behalf of, an eligible complainant.
- Relate to a regulated activity.
- Involve allegations of financial loss, material distress, or material inconvenience suffered by the complainant.
Final Response and Resolution
Upon completing our investigation, we will provide a final response that clearly outlines our decision and the reasoning behind it. If we determine that compensation is warranted, we will explain how the compensation amount has been calculated.
If the complaint involves an eligible complainant and a regulated activity, our final response will include details of the Financial Ombudsman Service (FOS), informing the complainant that:
- They must refer their complaint to the Financial Ombudsman Service within six months of receiving our final response, or they may lose the right to escalate the complaint.
- We will indicate whether or not we consent to waiving relevant time limits.
Complaints Resolved Within Three Business Days
For complaints that can be resolved within three business days to the customer’s satisfaction, a different communication process applies.
In such cases, we will send a Summary Resolution Communication, which:
- Acknowledges that the customer made a complaint.
- Confirms that the complaint has been resolved to the customer’s satisfaction.
- Informs the customer of their right to escalate the complaint further if they remain dissatisfied.
- Provides contact details and the website of the Financial Ombudsman Service for further assistance.
Additionally, we may use other communication methods, such as telephone, email, or text messages, if they better suit the customer’s needs or align with previous communication methods used for the complaint.
Closing a Complaint
A complaint is considered closed when we have provided a final response to the customer, outlining our decision and any necessary remedial actions. However, customers retain the right to escalate the matter to the Financial Ombudsman Service if they are not satisfied with our resolution.
Financial Ombudsman Service (FOS) Contact Information
If you are not satisfied with our resolution, you may contact the Financial Ombudsman Service for independent review.
- Address: Exchange Tower, London E14 9SR
- Telephone:
- 0800 023 4567 (free for most landline calls)
- 0300 123 9123 (cheaper for mobile calls)
- +44 20 7964 0500 (for calls from outside the UK)
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
We are committed to cooperating fully with the Financial Ombudsman Service and will comply with any decisions or awards they make. Any fees levied by the Ombudsman Service will be paid promptly by our firm.
Commitment to Fair Complaints Handling
At Home Energy Group Ltd, we aim to provide excellent service and customer satisfaction. However, we recognize that concerns may arise. Our goal is to handle all complaints fairly, transparently, and efficiently to maintain trust and deliver the best customer experience.
If in doubt you can always ring a member of our team to help with your complaint click HERE to contact us
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