Complaints Procedure

In the first instance, please contact us directly to discuss your concern. Many issues can be resolved quickly through a conversation. You can reach us by:

• Phone: 0330 111 7421 (Monday to Friday, 8am to 6pm)
• Email: info@greenhatrenewables.co.uk

Please provide your name, address, contact details, and a description of the issue so we can investigate promptly.

If the matter is not resolved through initial contact, or if you prefer to make a formal complaint, please put your complaint in writing. You can do this by:

• Email: info@greenhatrenewables.co.uk with the subject line "Formal Complaint"
• Post: Complaints Manager, Green Hat Renewables, 26 Isleham Business Park, Hall Barn Road, Isleham, Cambridgeshire, CB7 5QZ

Please include your full name, address, contract or reference number (if available), a detailed description of the issue, what you would like us to do to resolve it, and copies of any relevant correspondence or documentation.

Upon receiving your written complaint, we will:

• Acknowledge your complaint in writing within 2 working days
• Assign a dedicated complaints handler to investigate your case
• Investigate the matter thoroughly, which may include reviewing records, speaking with the installation team, and arranging a site visit if necessary
• Provide you with a full written response within 10 working days of receiving your complaint
• If the investigation requires more time, we will inform you of the reason for the delay and provide a revised timeline

Our response will include a summary of the issue, the findings of our investigation, and the proposed resolution or remedy. If a site visit or remedial work is required, we will arrange this at a mutually convenient time.

If you are not satisfied with our response, or if we have been unable to resolve your complaint within 8 weeks, you have the right to escalate the matter to the following independent bodies: