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Our Complaints Procedure

At Assembly Renewables, we’re committed to keeping our customers happy. If something goes wrong or you’re not satisfied with our service, we want to make it right. Here’s how we handle complaints to make sure your issue is resolved quickly and fairly.

 

How to Get in Touch

If you have a complaint, please contact us as soon as possible. You can reach us by:

  • Phone: 01622 233790

  • Email: info@assemblyrenewables.com

  • Web Form click here

  • Post: Arcadia House, St. Leonards Road, Allington, Kent, ME16 0LS​

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You can also submit details of your complaint here:

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What Happens Next?

  1. We’ll take down all the details of your complaint and formally record our receipt of it, making a note of everything you tell us, so we fully understand what’s gone wrong.

  2. We’ll confirm that we’ve received your complaint and explain that we’ll do everything we can to resolve it promptly. If we can’t agree on a satisfactory solution, we’ll let you know about your right to refer the complaint to the Renewable Energy Consumer Code (RECC).

  3. If you call us and we can’t fix the problem immediately, we might ask you to put your complaint in writing. This helps us keep a clear record of what’s happened, and we’re happy to assist if needed.

  4. Sometimes, we may need extra information, like paperwork or other documents related to your complaint. If so, we’ll ask you for it and keep a record of what we receive.

  5. If we need to inspect your system or visit your property to investigate, we’ll arrange this within 7 days of receiving your complaint. If you’re without heating or hot water, we’ll make sure to get there within 24 hours. We’ll keep you updated and let you know the outcome as soon as possible, recording everything in our complaints log.

  6. We’ll keep a note of all our communication with you (or attempts to contact you), including phone conversations and emails, so nothing gets missed.

  7. We aim to get back to you with our findings and a summary of any actions we’ve taken within 10 working days of receiving your complaint. We’ll try to resolve the issue even faster where we can, often with a simple phone call to provide advice or a solution. If we resolve your complaint informally, we’ll still keep a clear record.

If We Can’t Resolve Your Complaint

If we can’t resolve your complaint to your satisfaction, we’ll explain the next steps:

  • If your complaint is (partly or wholly) about technical aspects of the installation, we’ll direct you to our MCS installer certification body, NAPIT.

  • If your complaint relates to issues within the RECC’s remit, we’ll guide you to their dispute resolution process, which you can find in the ‘How to Complain’ section of the RECC website.

Working with Certification Bodies

We’re certified with MCS, NAPIT, RECC, and TRUSTMARK. We’ll work closely with these organisations and fully cooperate to help resolve any issues.

Our Commitment

We won’t take, or even think about taking, legal action against you without first trying everything possible to resolve your complaint using this procedure and RECC’s dispute resolution process.

We also regularly review complaints to learn from them and take steps to prevent similar issues from happening in the future.

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Thank you for giving us the opportunity to put things right.

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