At Wallop Energy, we pride ourselves on providing our customers with a high-quality service. However, we understand that occasionally things can go wrong. When they do, in the first instance you should raise your concerns via a customer service enquiry form

If you are still dissatisfied and wish to make a formal complaint, please follow the steps outlined below. All complaints are taken extremely seriously. We aim to resolve them within 4 weeks but where this is not possible, we will work closely with you to achieve a satisfactory outcome as quickly as we can.

Please note that we can only progress complaints relating to orders installed by Wallop Renewables Ltd T/A Wallop Energy.

Step 1 – Raising a Formal Complaint

You can contact us to raise a formal complaint

It is important that you provide:

• Your name, address, email address and contact telephone number
• Any order or other reference number you have
• Exactly what went wrong, including when it happened, what happened, and who was involved
• How you would like us to resolve the matter

Once we have received a formal complaint from you we will:

• Acknowledge your complaint
• Tell you the name of the person who will be overseeing your complaint, and give you their contact details
• Advise you of next steps

Step 2 – Investigation and Outcome

The investigation of your complaint will be undertaken by a member of our Customer Resolution Team who normally work Monday-Friday from 9am-7pm. Your Customer Resolution Specialist will liaise with the relevant department(s) responsible for the issue you have raised and will be your point of contact whilst you have an open complaint.

An objective review of the facts and evidence regarding your complaint and the resolution that you are seeking, will then be undertaken before your Customer Resolution Specialist reaches a decision on your complaint.

There are two possible outcomes to your complaint:

A: We agree with your Complaint

If, after investigating, we find that your complaint is justified in whole or in part, we will inform you how this can be resolved and work to progress that resolution as quickly as possible. Once you confirm that any outstanding issues have been rectified to your satisfaction, we will then provide a final outcome response which will detail what went wrong and what we have done about it.

B: We disagree with your Complaint

If, after investigating, we find that we have acted fairly and reasonably (for example responding and resolving any minor issues promptly), we may find your complaint to be unjustified. We will give you a written explanation if this is the case.

If a dispute cannot be resolved amicably then both parties can refer the matter to an independent conciliation as a way of resolving the situation.  We must agree to conciliation if that is your wish.  The Conciliation Service used is offered by Home Insulation & Energy Systems Contractors Scheme (HIES). And is described in their consumer code.  It aims to reach a non-legal dispute resolution within a reasonable timescale.

For further information on HIES please visit:

https://www.hiesscheme.org.uk/what-we-do/alternative-dispute-resolution/

HIES contact details:

T: 0344 324 5242

E:info@hiesscheme.org.uk

All complaints are treated in the strictest confidence and Wallop Energy complies with GDPR regulations.

Service Levels for Complaints

• We will acknowledge your complaint within two working days of receipt
• We will contact you within seven working days of receiving your complaint, to advise of next steps
• We aim to have resolved your complaint within 8 weeks of receipt of your complaint. Where we are unable to achieve this, we will work with you to reach a resolution as quickly as possible