Customer Feedback And
Complaints Procedure.
Complaints Contact Details
Name: Alex Nicholas
Telephone: 01269 542011
E-mail: enquiries@efficientliving.uk
Our Procedures
Any complaint verbal or written 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
-
Acknowledge the complaint in writing promptly
-
Record details on the firm’s system
-
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.
Efficient Living Uk
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
​
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.
​