Complaints Policy

Delivering excellent customer service is at the heart of what we do at Green Deal Consortia.

We are happy to answer questions, provide advice and respond to requests customers may have about future works on their property.  We are also pleased to receive feedback about the service we provide, so we can continue to improve our customers’ experiences in the future.

However, we recognise that there may be occasions where customers are not satisfied with the goods or services they receive, and this Complaints Policy sets out the steps we will take to resolve their concerns.

Making a Complaint

If a customer is not satisfied with the service we have provided we want to know about it right away.  The first step in making a complaint is to contact us at:

Phone: 01942 418726 (Mon-Fri 9:00am to 5:00pm)
Email: info@greendealconsortia.co.uk
Post: Green Deal Consortia Ltd, Consortia House, 5 Wrightington Street, Wigan, WN1 2AZ

Procedure for General Complaints

All complaints should be made to Green Deal Consortia within six (6) years of the date the issue began, unless:

  1. the complaint concerns matters covered by a guarantee arising out of an installation, in which case the complaint should be made within five years of the installation (unless this guarantee is in respect of solid wall or cavity wall insulation when the period will be 25 years)
  2. the complaint concerns matters covered by a consequential damage guarantee, in which case the complaint should be made within ten years of the installation alleged to have given rise to the consequential damage (unless this guarantee is in respect of solid wall or cavity wall insulation when the period will be 25 years)
  3. the complaint concerns a finance agreement, in which case the complaint period is before the date of the final repayment

Once we receive a complaint we will follow this process:

  1. If we received the initial complaint verbally, we will ask the customer to put the complaint in writing and send it to us via email or post.
  2. We will ask for full details of the matter, including contact information.

Within seven days of receiving the written complaint we will write to the customer informing them that we have appointed a complaints officer to handle their concerns.

The next step will depend on the nature of the complaint, which goods or services it relates to, and other details of the case.

If the complaint involves the quality of our workmanship or systems we have installed, we will collaborate with the customer to schedule a visit from a member of our technical team to assess the issue.

If the complaint involves goods or services provided by another firm in our supply chain, an assessor or by any other individual not employed by Green Deal Consortia, we will first consult their complaints policy (if applicable) and make a complaint in writing to allow them the opportunity to rectify the matter.  If necessary we will also notify their certification or accrediting body in writing that there has been a complaint which is currently under investigation.

We will contact the customer in writing as soon as possible (and in any event within eight weeks of the receipt of the written complaint) informing the customer of the outcome of our investigation into the complaint, including reasons for the outcome and any further steps that need to be taken.

For Complaints Involving Financial Agreements

In addition to our general procedures above, there are special procedures and information for customers who have finance agreements through Green Deal Consortia.

If a customer is not satisfied with the outcome of their complaint, and they have a finance agreement in place through Green Deal Consortia, then they may be able to take their complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service exists to help settle disputes between consumers and businesses providing financial services.  This assistance is completely free.  More information about the kind of help the Ombudsman is able to provide can be found by clicking here.  We are also able to provide a hard copy of the Financial Ombudsman Service’s leaflet upon request.

Guarantees

Issues involving our workmanship will be covered by the 12 month guarantee.

Materials supplied by Green Deal Consortia will be covered by manufacturers’ warranties.

Please note that this Complaints Policy is not intended to replace a customer’s statutory rights and does not affect them.