Complaints Policy

 

Complaints Policy – AT Energy Solutions

It is the policy of AT Energy Solutions to deliver a high-quality service to everyone we work with. To achieve this, we welcome all feedback about our services and encourage customers to let us know if something goes wrong.

We are committed to resolving complaints quickly and fairly. Any complaint is treated as an expression of dissatisfaction that deserves a response. We listen carefully, take complaints seriously, and use them as an opportunity to improve our services.

What is a complaint?

A complaint is any expression of dissatisfaction, whether justified or not. Our policy covers complaints relating to:

  • The quality or standard of service we provide

  • The behaviour of our staff

  • Any action or lack of action by staff affecting an individual or group

Our complaints policy does not cover:

  • Comments on company policies or business decisions

  • Dissatisfaction with policy outcomes in individual cases

  • Matters that have already been fully investigated under this procedure

  • Anonymous complaints

Our standards for handling complaints

  • We take all complaints seriously, whether received by phone, post, email, or online.

  • Customers will always be treated with courtesy and fairness.

  • Complaints are handled confidentially within the company.

  • We aim to respond promptly:

    • Acknowledgement of receipt within 7 working days (including details of our procedure).

    • A full reply within 8 weeks.

    • If we cannot provide a full response within 8 weeks, we will explain why and give a revised timescale.

We never discriminate against customers based on:

  • Gender, marital or family status

  • Sexual orientation

  • Race, nationality, or ethnic origin

  • Disability

  • Religion, political beliefs, or trade union membership

  • Age, language difficulties, or any other unjustifiable factor

Third party reporting

Customers may choose a third party to act on their behalf, such as:

  • Advice organisations

  • Professionals (e.g. social workers, doctors, solicitors)

  • Family members or friends

  • MPs or local councillors

If written consent is provided, we will keep the representative informed of progress. Solicitors and MPs are automatically considered authorised representatives.

Confidentiality

All complaints are handled in accordance with the Data Protection Act 2018.

Statutory Rights

This complaints policy does not affect your statutory rights.

Vulnerable Customers

We recognise that some customers may have additional needs or special access requirements. In such cases, we will:

  • Offer multiple ways to raise a complaint (online, post, or email).

  • Take extra steps to ensure full understanding of the process.

  • Involve a trusted third party if permission is given.

How to complain

You can make a complaint in the following ways:

  • Online Form (Preferred)

  • By Post: Complaints Department, Virginia House, 56 Warwick Rd, B92 7HX

  • By Email: af7480802@gmail.com

  • By Phone: 0333 3580003

Timescales

  • We will make every effort to investigate and resolve complaints within 8 weeks.

  • You will be notified in writing of our decision, including reasons.

  • If the complaint involves one of our Installers or Assessors, we will gather all necessary details and liaise with their Certification Body.

  • If appropriate, we may refer your complaint to another Green Deal Organisation and notify you in writing.

  • If you remain dissatisfied, you may escalate your complaint to the Green Deal Ombudsman service, and we will assist in the referral if requested.

Extending time limits

While we aim to resolve all complaints within the timescales above, some complex cases may require additional time. In such cases, we will keep you informed about progress, reasons for the delay, and the revised completion date.