complaints policy

Read our Complaints Policy & Procedure

Complaints Policy & Procedure

Here at Volt Renewables we greatly appreciate and value customer feedback and are committed to providing outstanding customer service.

Despite our best efforts, we recognise that from time to time concerns may arise. Our team is dedicated to addressing any issues promptly and efficiently. If an informal resolution is not possible, we have a formal complaints process in place to ensure your concerns are addressed appropriately.

Scope of the Complaints Policy

This policy applies to complaints regarding the sales process, installation quality, product performance, and aftercare support for customers referred by Volt Renewables Limited to our closely affiliated fulfilment partner, Alpha Electrical And Property Limited.

Formal Complaints Procedure

Our aim is to handle complaints effectively and professionally, while working to prevent recurrence.

This policy applies to all interactions with the prospective and existing customers.

Procedure

Complaint recording

Upon receiving a complaint, details will be documented in the Customer Complaint Form and stored in our records.
Complaints will then be reviewed and addressed by our team. Where relevant, they will be reviewed in collaboration with our MCS-registered partner, Alpha Electrical and Property Limited.

Resolution Timeline

We aim to acknowledge all formal complaints within 2 working days of receipt.
A formal response will be provided within 7 working days of receiving the complaint, in accordance with RECC guidelines.
Where a site inspection is required, this will take place within 7 days (or within 24 hours if the issue affects domestic heating or hot water).

Investigation and Resolution

Complaints will be reviewed and findings will be reported to the customer.
If necessary, Volt Renewables Limited and/or Alpha Electrical and Property Limited will inspect the system within the outlined timeframe.
We will work collaboratively to find a satisfactory resolution promptly.

Communication and Transparency

Customers will be kept informed of any delays in resolving their concerns.
If a complaint cannot be resolved to a domestic customer’s satisfaction by either Volt Renewables Limited or Alpha Electrical and Property Limited, the customer may escalate the matter.

Dispute Resolution and Escalation

While Volt Renewables Limited is not itself a member of RECC or MCS, our fulfilment partner, Alpha Electrical and Property Limited, holds both RECC membership and MCS certification. Where applicable, complaints will be handled in line with RECC and MCS guidelines, ensuring a fair and independent resolution process.

If a complaint remains unresolved, customers may escalate through the following routes:

Renewable Energy Consumer Code (RECC): RECC provides a dispute resolution process for complaints within their remit. The full process is detailed in the ‘How to Complain’ section of their website.
MCS Certification Body: Customers with concerns about installation quality may contact Alpha Electrical’s MCS certification body. Contact details will be provided upon request.
Alternative Dispute Resolution (ADR): In accordance with RECC requirements, where a complaint remains unresolved, customers may request a free Alternative Dispute Resolution (ADR) service facilitated by RECC.

Documentation and Review

Complaint records, including resolutions and corrective actions, will be retained for a minimum of six years in accordance with industry best practices and legal requirements.
Internal reviews will be conducted quarterly to assess recurring complaints and ensure continuous improvement in service delivery.
To the extent required under MCS and RECC membership, Volt Renewables Limited and Alpha Electrical and Property Limited will fully cooperate with complaint-handlers from MCS or RECC to ensure effective resolution.

Contact Details for Concerns or Complaints

Volt Renewables Limited
6a Fernie House
Fernie Road
Market Harborough
Leicestershire
LE16 7PH

Telephone 01858 798336

helpdesk@voltrenewables.co.uk

Last updated

24 January 2025