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Complaints Policy

Eco First Group Ltd Complaints Policy

Effective Date: February 2025

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At Eco First Group Ltd, we are committed to providing high-quality solar power installation services. However, should there be any issues or dissatisfaction we would address this in the most professional manner possible.

 

We take all complaints seriously and aim to resolve any issues efficiently, fairly, and transparently.

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1. Purpose of This Policy

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This policy outlines our approach to handling complaints, ensuring that they are dealt with professionally and in accordance with relevant regulations and best practices.

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2. How to Make a Complaint

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If you are dissatisfied with any aspect of our service, you can make a complaint by:

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When submitting a complaint, please provide:

  • Your full name and contact details

  • A detailed description of the issue

  • Any supporting documents or evidence

  • Your preferred resolution

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3. Complaint Handling Process

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  1. Acknowledgment: We will acknowledge receipt of your complaint within 5 working days.

  2. Investigation: Our team will thoroughly investigate the complaint, which may include speaking with relevant staff and reviewing any related documentation.

  3. Resolution Proposal: Within 14 working days, we will provide a response outlining our findings and any proposed resolutions.

  4. Escalation: If you are not satisfied with our response, you may request a further review, which will be handled by a senior manager.

  5. Final Response: We aim to provide a final decision within 28 working days.

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4. Alternative Dispute Resolution

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If you remain dissatisfied with our response, you may refer your complaint to an independent dispute resolution body, such as:

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  • Renewable Energy Consumer Code (RECC) 

  • Financial Ombudsman Service 

  • Local Trading Standards Office

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5. Continuous Improvement

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We use complaints as an opportunity to improve our services. All feedback is recorded and analysed to identify recurring issues and implement necessary changes.

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6. Contact Us

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For further information on our complaints process, please contact us at:

Eco First Group Ltd

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By using our services, you acknowledge that you have read and understood this Complaints Policy.

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