1. Introduction: At Solar Charged Solutions, we are committed to providing the highest quality of products/services and ensuring customer satisfaction. We value your feedback, and if you have a concern or complaint, we aim to resolve it promptly and fairly.
2. How to Make a Complaint: To make a complaint, you can:
3. Acknowledgment: Upon receiving your complaint, we will send you an acknowledgment within 2 working days. This acknowledgment will include a unique reference number for your complaint.
4. Investigation: We will thoroughly investigate your complaint and keep you informed of our progress. The investigation process may take up to 10 working days. If, for any reason, we need more time, we will notify you with an estimated resolution date.
5. Resolution: Once our investigation is complete, we will provide you with a written response. If your complaint is upheld, we will outline the corrective actions taken. If your complaint is not upheld, we will explain the reasons behind our decision.
6. Response Times:
7. Escalation: If you are dissatisfied with our initial response, you may request that your complaint be escalated. In such cases, your complaint will be reviewed by a senior member of our team. You will receive a written response within 10 additional working days.
8. Independent Review: If you remain dissatisfied after the escalation process, you have the right to seek an independent review. You can contact the Microgeneration Certification Scheme for further assistance.
9. Feedback: We appreciate your feedback, even in cases where your complaint has been resolved. Your insights help us continually improve our products/services.
10. Contact Information:
11. Review of Complaints Procedure: We regularly review our complaints procedure to ensure its effectiveness. Any updates will be communicated on our website.
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