{"id":12594,"date":"2025-06-12T14:54:59","date_gmt":"2025-06-12T14:54:59","guid":{"rendered":"https:\/\/menaiheating.co.uk\/?page_id=12594"},"modified":"2025-07-07T10:54:08","modified_gmt":"2025-07-07T10:54:08","slug":"complaint-handling-policy","status":"publish","type":"page","link":"https:\/\/menaiheating.co.uk\/cy\/complaint-handling-policy\/","title":{"rendered":"Complaint handling policy"},"content":{"rendered":"
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Complaints Handling Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Objective:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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This policy aims to ensure that customer complaints are dealt with effectively and professionally, and are reviewed to prevent recurrence.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Scope:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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To cover all areas where we come into contact with, or carry out work for, prospective or existing customers.<\/p>
Revision Date<\/b><\/td>Amendments Made<\/b><\/td><\/tr>
01\/06\/2018<\/td>Version Control Introduced<\/td><\/tr>
11\/01\/2019<\/td>RECC mediation and independent arbitration service information updated in-line with sections 9.1 and 9.2. How to access this service updated.<\/td><\/tr>
18\/07\/2023<\/td>RECC update to the Code including Renewable Adjudication Service \u2013 procedure updated to reflect this<\/td><\/tr>
09\/05\/2024<\/td>Updated 7 working days to 10 working days as per RECC\u2019s guidelines for communication of the complaint findings, and 5 working days for inspection of the property<\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Procedure:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Note:<\/u>\u00a0It is a requirement of the RECC that we inform the domestic customer of our complaints procedure which must remain in compliance with Section 9 of the Renewable Energy Consumer Code.<\/p>

When we receive a customer complaint an\u00a0F11 \u2013 Customer Complaint Form<\/u>\u00a0shall be completed<\/p>

It will be passed to the MCS Nominee, who will ensure the complaint details are entered on the R06 \u2013 Customer Complaint Record<\/u>.<\/p>

The allowed time for this complaint to be resolved will be established, and will, in relation to complaints received from domestic customers, conform to the RECC.<\/p>

The process will include the following:<\/p>

  • F11 \u2013 Customer Complaint Form<\/u>\u00a0raised and passed to relevant person;<\/li>
  • Details of the complaint shall be transferred to the\u00a0R06 \u2013 Customer Complaint Record<\/u>;<\/li>
  • The domestic customer may use a consumer representative or observer to help deal with the complaint. Where this is the case the RECC requires that we must co-operate fully with this person;<\/li>
  • The person dealing with the complaint will consider the details of the complaint and report the findings clearly to the customer within 10 working days of receiving the complaint;<\/li>
  • Where appropriate we will arrange to inspect the customer\u2019s system within 5 working days of receiving the complaint and within twenty four hours of receiving the complaint where a domestic customer is without heating or hot water as a result
    of the situation that has led to the complaint;<\/li>
  • The person dealing with the complaint will attempt to find an agreed course of action to resolve the complaint speedily and effectively to the customer\u2019s satisfaction;<\/li>
  • Where the timescales for any agreed actions cannot be met, the customer shall be kept fully informed of the reasons for the delay and new timescales agreed;<\/li>
  • Where we not be able to resolve any complaints received from domestic customers the customer shall be informed that they should direct their complaint to the RECC administrator;<\/li>
  • Where a complaint is referred to the RECC administrator we are required to co-operate with any mediation being carried out between ourselves and the customer;<\/li>
  • In the event that the complaint cannot be resolved with the assistance of the RECC administrator\u2019s complaint handlers either ourselves or the customer may request to use the mediation, and then and RECC\u2019s Renewable Adjudication Service set out in sections 9.1.2 and 9.1.3 of the Consumer Code. We will direct the customer to the RECC dispute resolution process which can be accessed via the RECC website, consumers tab then the \u2018How to Complain\u2019 section of the RECC website.<\/li>
  • Should mediation not work, we must comply with any request by the customer to refer to the Renewable Adjudication Service. Findings from this service are final and binding, if accepted by the customer.<\/li>
  • Full details on the progress and outcome of the complaint should be detailed on the\u00a0R06 \u2013 Customer Complaint Record<\/u>;<\/li>
  • Any required corrective or preventive actions should be transferred to the\u00a0R02 \u2013 Corrective and Preventive Action Record<\/u>;<\/li>
  • The details of the complaint and the outcomes will be reviewed during the next Internal Review Meeting.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    MCS 023 Complaints<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    Where MCS 023 work is involved, we are required to inform the Specifier of any complaints or findings that arise from the installation.<\/p>

    This shall include details of any customer issues that they may be required to resolve or information that may impact other contractors carrying out the installation of other energy efficient measures.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Peidiwch \u00e2 chymryd o'n plith ni!<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\tAwen Jones<\/span>
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    \n\t\t\t\t\t\tGreat company can\u2019t fault them! Would thoroughly recommend \ud83d\ude42\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\tMarnel Pritchard<\/span>
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    \n\t\t\t\t\t\tExcellent service from the beginning of the process right to the completion. Always available to give advice on the phone. Highly recommended.\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\tLeah Bradshaw<\/span>
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    \n\t\t\t\t\t\tExcellent experience with ECO4 grant through Menai Heating. Excellent communication, very friendly and helpful team. Very happy with the work completed\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
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    <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

    Complaints Handling Policy Objective: This policy aims to ensure that customer complaints are dealt with effectively and professionally, and are reviewed to prevent recurrence. Scope: To cover all areas where we come into contact with, or carry out work for, prospective or existing customers. Revision Date Amendments Made 01\/06\/2018 Version Control Introduced 11\/01\/2019 RECC mediation […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"class_list":["post-12594","page","type-page","status-publish","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t