Complaints Procedure

If something hasn’t gone the way you expected, please let us know as soon as possible. The sooner we hear from you, the sooner we can help.

You can reach us by:

• •Email: info@scottishenergyefficiency.co.uk
• •Phone: 0141 230 0198
• •Post: Unit 3, Prospect III, Prospect Business Centre, Dundee, DD2 1TY, Scotland, United Kingdom

Please describe the issue clearly, including any relevant dates, names, or reference numbers. This helps us investigate as quickly as possible.

We will acknowledge your complaint within 5 working days of receiving it. We’ll confirm who is handling your case and what happens next.

We aim to investigate your complaint fully and provide a written response within 20 working days. If we need more time — for example, to liaise with a partner installer — we will let you know and keep you updated on progress.

Our response will include our findings and, where appropriate, any steps we propose to put things right.

If your complaint relates to the installation and you are not satisfied with the outcome, you can escalate it to TrustMark's Alternative Dispute Resolution (ADR) service, through which our partner installer is registered.

TrustMark ADR offers a free, independent dispute resolution process for consumers:

www.trustmark.org.uk/homeowner/dispute-resolution

As a further step, you may be able to use the TrustMark ADR scheme. TrustMark provides an independent, impartial resolution service for disputes relating to work carried out under TrustMark-registered businesses. Details are available on the TrustMark website.

If the dispute remains unresolved after following the steps above, you may also contact the Energy Ombudsman, who can investigate complaints about energy companies and related services. Visit www.energyombudsman.org for more information.