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How do EEH-Solutions handle Complaints?

Filed a complaint? EEH Solutions action tickets in 2 working days.

Your Peace of Mind is Our Priority: How EEH-Solutions Handles Your Complaints

At Eco Efficient Home Solutions (EEH-Solutions), we're committed to making your home more energy-efficient, and just as important, we're dedicated to ensuring your complete satisfaction. We understand that occasionally, things might not go exactly as planned. That's why we have a clear, fair, and robust complaints procedure in place, designed with your peace of mind at its core.

We're Here to Listen and Resolve

Your voice matters to us. We have a documented complaints procedure that's easy to understand and follow, ensuring that every complaint is received, recorded, acknowledged, and resolved efficiently. This commitment is in line with the latest industry standards, specifically PAS2030:2023.

Backed by Government Endorsed Quality

As a TrustMark Registered Business, EEH-Solutions is part of the Government Endorsed Quality Scheme. This means we're held to the highest standards of consumer protection. We're obligated to handle all disputes fairly and in strict compliance with the TrustMark Code of Conduct and Customer Charter. These guidelines ensure we always respect your wishes, protect your home and property, and promote the benefits of choosing a quality-marked business like ours.

Specialised Support for Retrofit Assessments

If your complaint is specifically about a Retrofit Assessment, rest assured that we also follow the dedicated ECMK complaint procedure and their membership scheme's terms and conditions. This ensures specialized and expert handling for these particular concerns.

Long-Term Protection You Can Trust

When you choose EEH-Solutions, you're not just getting energy-efficient solutions; you're also getting financial protection. The TrustMark Framework Operating Requirements (FOR) mandate that we provide suitable financial protection for a minimum of two years. For measures like Cavity Wall Insulation and External Wall Insulation, this protection can extend for 25 years or more, covering both product warranties and workmanship guarantees. Any concerns related to these guarantees are seamlessly handled through our comprehensive complaints procedure.

A Speedy, Accessible, and Free Dispute Process

We believe that resolving issues should be as stress-free as possible for you. That's why we offer a speedy, accessible, clear, and user-friendly dispute process that is free of charge up to the point of Alternative Dispute Resolution (ADR). Our aim is to find an amicable solution wherever possible, reducing the need for lengthy legal action and building your confidence in our services.

Our Promise to You:

  • Swift and Polite Resolution: We aim to resolve every complaint as swiftly and politely as possible, always striving for an amicable solution.
  • Empowered Staff: Our team members are fully trained and understand their obligations for the proper management and handling of consumer disputes.
  • Reduced Detriment: We act swiftly to address any breaches of the Code of Conduct, minimizing any potential negative impact on you.
  • Fair Handling of All Disputes: While we strive for amicable solutions, we also have efficient and fair processes in place for vexatious or unjustified disputes.
  • Timely and Accessible Process: Our dispute resolution process is always responsive, timely, accessible, and user-friendly, operating within clear timescales and considering all current consumer protection legislation.
  • Full Cooperation with TrustMark: We fully cooperate with TrustMark on any dispute handling issues, providing all necessary documents and statements upon request. If an independent site visit/survey is deemed necessary by TrustMark, we will cooperate fully.
  • Detailed Record Keeping: We maintain meticulous records of all complaints for at least six years or the duration of any guarantees (whichever is longer), ensuring compliance with data protection laws. These records are also available to relevant certification bodies or coordinators when requested.

At EEH-Solutions, your satisfaction is paramount. We are dedicated to upholding the highest standards and ensuring that if you ever have a concern, it will be handled with the utmost care, fairness, and efficiency.