Complaints Policy
At Convert Energy Ltd, we always strive to provide the best service for every customer. On the rare occasions a customer isn't completely satisfied, here's our procedure for putting things right quickly.
Post-completion inspection
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out according to the contract terms and the high standards we aim to achieve.
In the unlikely event that you are not completely satisfied with any aspect of our work, please contact us immediately so we can address and rectify the issues promptly.
Our procedure
1. Contact us
You can reach us by phone, email, or in writing to raise your complaint:
- Phone: 020 3004 8338
- Email: info@convertenergy.co.uk
- Address: Convert Energy Ltd, Unit 22C, Barton Business Park, New Dover Road, Canterbury, Kent, CT1 3AA
For written complaints, please request proof of receipt if sending by post.
2. Response time
We aim to respond within 5 days of receiving your complaint. Where possible, we will also provide you with a date to remedy any issues raised.
3. Resolution
Our goal is to resolve your complaint swiftly and effectively. We will do our best to address your concerns and ensure you are satisfied with the resolution.
4. Further assistance
If we are unable to resolve your complaint using our internal complaints procedure and you are still not satisfied, you may wish to refer your complaint to Which? Trusted Traders for dispute resolution. As a Which? Trusted Trader, we use their dispute resolution provider for this purpose.
Which? Trusted Traders: 029 2168 2171