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Customer Feedback and Complaints Procedure

At Birds Hill, we value customer feedback and strive to provide excellent customer service. We understand that sometimes concerns or issues may arise, and we are here to address them promptly and effectively. Our customer feedback and complaints procedure is designed to ensure that your voice is heard and that we can work together to find a satisfactory resolution.

  1. Contact Us: If you have any feedback, suggestions, or complaints, we encourage you to reach out to us. You can contact us through our contact page or through the following channels:
  1. Acknowledgment of Feedback or Complaint: Upon receiving your feedback or complaint, we will promptly acknowledge its receipt. We understand the importance of timely communication and will provide you with an estimated timeframe within which you can expect a response from us.
  2. Investigation and Resolution: We take your concerns seriously and will conduct a thorough investigation into the matter. Our team will gather all relevant information and work diligently to find a fair and satisfactory resolution. We may request additional details or documentation from you to assist us in the investigation process.
  3. Communication and Updates: Throughout the resolution process, we will maintain open and transparent communication with you. We will keep you informed of the progress made and provide regular updates on the status of your feedback or complaint. We are committed to addressing any additional questions or concerns you may have promptly and courteously.
  4. External Mediation: If, after following our internal complaints procedure, you feel that your concerns have not been adequately addressed, you have the option to escalate the matter to an independent third party for mediation. As a member of the Renewable Energy Consumer Code (RECC), we recommend that you visit their website for further information on the available mediation services. You can find more details on the RECC website: www.recc.org.uk. Additionally, you may consider contacting the Microgeneration Certification Scheme (MCS), an alternative dispute resolution provider. More details can be found on the MCS website: www.mcscertified.com/complaints-compliance/.

Please note that our customer feedback and complaints procedure aligns with the principles of the Renewable Energy Consumer Code (RECC), which sets standards for the marketing and installation of small-scale renewable energy systems. By adhering to these standards, we aim to provide you with the highest level of service and ensure your satisfaction.

Your feedback is important to us, as it helps us improve our products and services. We appreciate your trust in Birds Hill as your renewable energy partner, and we look forward to serving you better with every interaction.