World of Solar Ltd is devoted to providing exceptional customer service. Whilst every effort is made to ensure complete customer satisfaction, we appreciate mistakes can happen. In these cases, our priority will always be to go above and beyond to resolve any complaint in the quickest timeframe possible.
Our complaints procedure is an assurance for people who feel dissatisfied their experience that we have a consistent approach to following up and responding to any complaints with the objective to continuously improve our performance.
World of Solar have a simple 4-step approach for ease when handling complaints.
We have designated complaints officers who will ensure your complaint is registered, acknowledged and responded to in accordance with our complaints handing process below. We may request further information to enable us to investigate any concerns raised. Please note, if relevant information is not provided, we may be unable to fully investigate your complaint.
Upon receiving your complaint, this will be recorded on the system and allocated a reference number. You will receive acknowledgement of your complaint within 5 working days in writing or by email. When acknowledging your complaint, we may request information from you to be able to investigate your concerns, once the relevant information has been provided, we will fully investigate your concerns and provide a response within 7 working days.
If it has not been possible to resolve your concerns at stage 1, we may escalate your complaint to stage 2 of our complaints procedure once reviewed by a departmental manager. However, should no further information be provided your complaint may not be escalated and this will be our final response to the matter.
If it has not been possible to resolve your complaint at stage one, it will be reviewed by a departmental manager. You should expect to receive a full response within 7 working days, or a letter explaining any reason why further time is required to investigate your complaint and details of when you should expect a full response by. You will receive a letter or email confirming the outcome of your appeal and whether this has been escalated to stage 3 of our complaint’s procedure.
Should the complainant be dissatisfied with the way their complaint has been dealt with, the complaint will be reviewed by our Managing Director who will liaise with relevant departments to try and resolve the matter amicably. Should the Director feel the complaint does not require further investigation, you will be notified in writing that World of Solar Ltd have issued their final response to the matter. You will be provided with a response to your concerns in writing within 10 working days.
If at any time a dispute cannot be resolved amicably then both parties can refer the matter to the Financial Ombudsman Service as a way of resolving the situation. 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.