Complaints Policy

1. What can you complain about?
‍You can raise a complaint if you are not happy with our service—for example, how we handled your eligibility check, survey, installation, or funding process—or if something has gone wrong like delays, miscommunication, or poor-quality work. Complaints could also relate to issues with third-party installers or surveyors we arrange.
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2. How to make a complaint
We want to make it simple for you. You can reach us by:
‍Email: info@carbonecohomes.co.uk
‍Phone: 0330 221 4896
Post: Carbon Eco Homes, 49 Greek Street, London, W1D 4EG

3. How we handle your complaint‍

• We promise to handle your complaint promptly and fairly.
• Anything you raise will be looked at by a dedicated team member who’s not involved in the issue itself.
• We may review our records—eligibility checks, communications, survey reports—to investigate professionally.
• If you request it, we can escalate your complaint to a more senior team member.
  

4. Response Times‍

• We’ll acknowledge your complaint within 5 working days.
• We aim to send you a full response or resolution within 8 weeks of receiving your complaint.

5. Next Steps if You’re Still Unsatisfied
If you're not satisfied with our response after 8 weeks—or if you're dealing with unresolved issues—you may have the option to refer your case to an independent body (such as an ombudsman). While Carbon Eco Homes isn’t a regulated financial or energy provider, we’ll guide you on any appropriate escalation process if required.
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6. Special Considerations
If you may be experiencing hardship, vulnerability, or health issues, please let us know. We’ll ensure your complaint is handled sensitively and with extra care.
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7. Monitoring and Improvement
Your feedback is important. We’ll use complaints to learn what’s going wrong and make improvements in how we operate—from eligibility checking to installations.
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8. Privacy and Confidentiality
‍All complaints will be handled confidentially. Your personal details and concerns will only be shared with staff involved in resolving the issue. Our handling of your data follows the standards set out in our Privacy Policy, so it’s safe and secure.

9. Contacting Energy Ombudsman
Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached, Energy Ombudsman is impartial and free to use and can be contacted by:
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‍Email: enquiry@energyombudsman.org
‍Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Post: Energy Ombudsman,  P.O. Box 966, Warrington, WA4 9DF
Website: www.energyombudsman.org