Complaints Procedure

How to complain

World of Solar Ltd. take every complaint very seriously and aim to resolve them in the quickest time frame possible.

By Post:

Complaints at World of Solar Ltd.
Exeter House
Lower Ground East
City Fields Way, Tangmere
Chichester
West Sussex
PO20 2FU

By Phone: 03330 020 702

By Email: complaints@worldofsolar.com

These are the steps we will take:

1. We will acknowledge your complaint

Your complaint will be acknowledged by our team within 3 working days. The acknowledgement letter may include a request for further details about your complaint.

2. We will investigate your complaint

Our team will always investigate your complaint. We will be as thorough as possible in order to handle your complaint as quickly as possible we may telephone you if we require additional information we need.

3. Resolve your complaint

Our team will analyse the facts and come to a conclusion that takes full account of these.

We try to do this without any delays but to do an in depth it job may take some time, depending on the complexities of your case. If we are unable to give a response within 28 days from receipt of your complaint, we will write to you in order to keep you informed stating the reasons for the delay, and a proposed date by which we will respond to you.

4. Giving you a decision

Our team will write to you with a full account of our investigation and of our decision. whether this is, for example, a payment to make up for any loss incurred or a statement to say why we believe your concerns are unfounded, you will be able to see that we take a reasoned and fair judgement.

Following the completion of our investigation, you will be given a period of 4 weeks to respond to our final response. After this period your complaint will be considered resolved if we hear nothing from you.

Financial Ombudsman Service
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.

How Long You Have to Complain to the Financial Ombudsman Service
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk