Infinity Energy Organisation Ltd
Please find a step-by-step guide to the complaints procedure and the process that Infinity Energy Organisation Ltd follows when we receive a complaint from a customer.
Accessing the Green Deal complaints procedure does not affect your statutory rights.
If you are not satisfied with the outcome of any resolution that Infinity proposes, you can contact the Green Deal Ombudsman Service.
- When a complaint first arrives, a member of staff will call the customer to acknowledge the complaint, fill out the customer complaint form (GD-12), and log it on the complaints tracker.
- Infinity Energy Organisation Ltd will send a complaints acknowledgement letter within 7 working days of the complaint being received (GD-13).
- The complaint will be passed to the relevant person within the department to resolve or decide on the complaint.
- Where the complaint concerns a Green Deal Installer or Green Deal Assessor, Infinity must obtain all necessary information and notify the relevant Certification Body in writing.
- The installer or assessor will be asked to respond within 3 working days and then given 7 working days to resolve the problem and provide evidence.
- Once a response is received, Infinity completes the follow-up customer complaint form (GD12.3), contacts the customer, and explains what action has been taken.
- If the customer is satisfied, the complaint can be closed. If not, the issue must be recorded and returned for rectification using the same process.
Infinity Property Management Ltd
Any complaint in relation to any aspect of our work where compliance with PAS 2030:2019 and PAS 2035 is intended to be, or has been, claimed, must be informed to the Quality Representative and Retrofit Coordinator without delay.
Complaints may be received from a variety of sources and may be verbal or written. The Quality Representative should, in the first instance, ascertain the procedure to be adopted in the case of a particular complaint.
- When a complaint is received, GD F11 - Complaint Form will be completed.
- The complainant will be informed of the next course of action or when they will be contacted to discuss the matter further.
- The Quality Representative, or a person specifically instructed by them, will contact the complainant within 1 working day unless otherwise agreed.
- The Quality Representative will fully investigate the complaint, decide on the next course of action, and record all relevant information.
- The issue should be rectified within the time agreed with the complainant, or a revised timescale should be agreed if needed.
- Where possible, written confirmation should be obtained showing the complaint was resolved to the complainants satisfaction, and records retained in GD R06 and the project folder.
- Preventive action should be considered and recorded on GD R02 Corrective and Preventive Action Record.
- If the complaint cannot be rectified to the satisfaction of all parties, it will be referred to the Scheme Provider, which may recommend alternative dispute resolution, including the Dispute Resolution Ombudsman if required.
- Complaints records will be submitted to the Retrofit Coordinator upon request and kept for a minimum of six years, or the length of the insurance backed guarantee.
Infinity Solar UK Ltd
It is a requirement of RECC that we inform the domestic customer of our complaints procedure and that it remains compliant with Section 9 of the Renewable Energy Consumer Code.
When we receive a customer complaint, an F11 - Customer Complaint Form shall be completed and passed to the MCS Nominee, who should ensure the details are entered on the R06 - Customer Complaint Record.
- The allowed time for the complaint to be resolved will be established and, for domestic customers, will conform to RECC.
- The complaint form will be raised and passed to the relevant person, and the complaint details transferred to the R06 - Customer Complaint Record.
- The domestic customer may use a consumer representative or observer, and we must co-operate fully with that person.
- The person dealing with the complaint will report findings clearly to the customer within 7 working days of receiving the complaint.
- Where appropriate, we will inspect the system within seven days of receiving the complaint and within 24 hours where a domestic customer is without heating or hot water.
- We will attempt to agree a course of action that resolves the complaint speedily and effectively to the customers satisfaction.
- If timescales cannot be met, the customer will be kept informed of the reasons for delay and revised timescales will be agreed.
- Where we cannot resolve a complaint from a domestic customer, the customer will be informed that they should direct the complaint to the RECC administrator.
- If referred to the RECC administrator, we are required to co-operate with mediation and, where necessary, the RECC dispute resolution process.
- Complaint outcomes and any corrective or preventive actions will be recorded and reviewed at the next internal review meeting.
Green Deal and Financial Complaints
Where Green Deal work is involved, we are required to inform the Green Deal Provider of any complaints or findings that arise from the installation.
This includes customer issues the provider may need to resolve or information that may impact other contractors carrying out related energy efficiency measures.