At Emerald Solar, we are committed to delivering high-quality renewable energy solutions and excellent customer service. However, we understand that on occasion you may wish to raise a concern or make a complaint. We take all complaints seriously and aim to resolve them promptly, fairly, and transparently.
How to Make a Complaint
If you are dissatisfied with any aspect of our products, installation, or service, please contact us using one of the following methods:
- Email: complaints@emeraldsolar.co.uk
- Phone: 0800 254 5440
- Post: Emerald Solar Ltd, 1 Cranmore Drive, Shirley, Solihull, B90 4RZ.
Please include your name, address, contact details, and a brief description of the issue so we can investigate efficiently.
Our Commitment
- We will acknowledge your complaint within 3 working days of receiving it.
- We will investigate the matter thoroughly and aim to provide a written response within 10 working days.
- If we are unable to resolve your complaint within this time, we will explain why and give you an estimated timeframe for resolution.
- All complaints are logged and monitored to ensure they are handled consistently and fairly.
Escalation Procedure
If you are not satisfied with our initial response, you may request that your complaint be reviewed by a senior manager. We will carry out a further review and respond within 14 working days of receiving your request.
Fairness and Confidentiality
All complaints will be handled confidentially and with impartiality. Raising a complaint will not affect your warranty, future service, or relationship with Emerald Solar.
We will always communicate clearly and treat all customers with respect and understanding.
Learning and Continuous Improvement
Every complaint is recorded and reviewed by our management team to identify trends and opportunities for improvement. This ensures that we continue to enhance the quality of our products and services.