Complaints Policy | Customer Services | Deege Solar

Complaints Policy

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Let's Make This Right

Here at Deege Solar our goal is to provide every customer with a 5 star service. However, on rare occasions, there may be times where a customer may not feel completely satisfied. In these cases, our priority will always be to go above and beyond to make things right. In order to respond both swiftly and appropriately, please read and follow our complaints procedure below. 

It is important that you inspect any work carried out, to ensure everything has been carried out based on the contract terms, and to the high standards the business aims to achieve. In the unlikely event there is anything you are not completely satisfied with, please contact the business as soon. This way any problems can be rectified as soon as possible.

Our Procedures

Last Updated 14/06/2021

Complaints Contact Details

To make a complaint, please Email, Call or Write to us. The business aims to respond to all complaints within 5 days of receiving them. Any complaint verbal or written, including electronically, will be referred to our complaint’s manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also

  • Record details on the firm’s system immediately
  • We will not delay your complaint by asking you to write to us about your complaint
  • We will acknowledge the complaint in writing promptly
  • We will make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Keep you informed of our progress
  • Discuss with you our findings and proposed response
  • Ensure that our firm partners have a compliant complaints procedure and are communicating with their customer using this
  • Provide clear deadlines to respond

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks. Once we receive your complaint, we will send you a letter to acknowledge your concerns. Please be sure to include your contact information, and the address in which the installation was completed.

Deege Solar/Deege Ltd

Customers may express dissatisfaction to us about our products and services. We will need to establish whether or not the complaint relates to the information given, the firm or the service and installation. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the firm for them to investigate and provide a written explanation and any supporting information. This may include photos, checklists or remedial satisfaction notes.

Investigation

The complaints manager will establish the nature and scope of the complaint having due regards to the Financial Conduct Authority’s direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress
  • We may take up to 8-weeks to provide a response

Eligible Complaints

It is the firm’s policy to treat all complainants the same, however, eligible complainants, customers that have purchased goods and services using a lenders finance, are legally defined and have additional rights in law that we must acknowledge and adhere to.

The Financial Conduct Authority complaints rules apply to complaints:

  • Made by, or on behalf of an eligible complainant.
  • Relating to regulated activity.
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

Final Response

This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

The firm must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

  • Explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost.
  • Indicate whether or not we consent to waive the relevant time limits.

Complaints Settled within 3 business days

Complaints that can be settled to the customer’s satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to the customer’s satisfaction under this section, the firm will promptly send a ‘Summary Resolution Communication’, being a written communication from them which:

  • refers to the fact that the customer has made a complaint and informs them that they now consider the complaint to have been resolved to the customers satisfaction.
  • The firm will tell the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
  • Provide the website address of the Financial Ombudsman Service; and
  • Refer to the availability of further information on the website of the Financial Ombudsman Service.

In addition to sending you a Summary Resolution Communication, the firm may also use other methods to communicate the information where:

  • We consider that doing so may better meet the customer’s needs; or
  • They have already been using another method to communicate about the complaint. This may include recorded calls, emails or text messages.

Closing a Complaint

We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

Where the business is unable to resolve your complaint using these procedures, as a Which? Trusted Trader you are entitled to refer to the Dispute Resolution Ombudsman service. In the unlikely event that the business cannot resolve your complaint to your satisfaction you may wish to refer your complaint to them. Deege Solar

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031.

How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

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