How to raise a complaint.
We want to know if something has fallen short. This page explains how to contact us, what to include, how long we take to respond, and how to escalate if you are not satisfied with our reply.
[REPLACE] must be completed with verified company details before this page is treated as a finalised policy. This is not legal advice.This page is maintained by Clean Energy Gurus Limited to describe our current practices for the Clean Energy Gurus website and services. Last reviewed: [REPLACE — date].
1. How to contact us
You can raise a complaint by:
- Email:
[REPLACE — complaints email] - Phone:
[REPLACE — complaints phone] - Post:
[REPLACE — postal address for complaints]
2. What to include
To help us investigate quickly, please include:
- Your name and preferred contact details.
- Any reference number we have given you (enquiry, quotation or job reference).
- A clear description of what happened and when.
- What outcome you are looking for.
- Copies of any documents or photos that help explain the issue.
3. What happens next
We acknowledge complaints within [REPLACE — e.g. 5 working days] of receipt. We aim to provide a full response within [REPLACE — e.g. 8 weeks]. If we need longer we will let you know why and give you a revised timescale.
Where the issue relates to work carried out by an accredited installer partner, we will coordinate with the partner and keep you informed. The partner may also have their own complaints process, which we can signpost you to.
4. If you are not satisfied
If you are not happy with our final response, you may be able to escalate the matter to an independent scheme, for example [REPLACE — RECC / HIES / TrustMark / Energy Ombudsman as applicable]. We will share the relevant contact details in our final response and confirm any deadlines that apply.
5. Records
We keep records of complaints and our responses so we can identify trends and improve. Personal data in complaint records is handled in line with our Privacy Notice.
[REPLACE — email] · [REPLACE — phone].