Complaints Policy

Our Commitment

Squirrel Energy Group Ltd (Company No. 08349449) and Squirrel Energy Services Ltd (Company No. 12918250) are committed to providing a high standard of service to every customer. We take all complaints seriously and aim to resolve them fairly, consistently, and as quickly as possible.

We view complaints as an opportunity to learn and improve. Every complaint is logged, investigated, and used to inform how we develop our services.

1. What Is a Complaint?

A complaint is any expression of dissatisfaction — whether written or verbal — about our products, services, staff, or the way we have handled a matter. This includes concerns about:

• The quality or standard of an installation.
• The conduct or professionalism of our staff or sub-contractors.
• Delays or failures to meet agreed timescales.
• Billing, pricing, or payment disputes.
• After-sales service, warranty claims, or system performance.
• How a previous complaint was handled.

2. How to Make a Complaint

You can raise a complaint by any of the following methods:

• Email: [email protected]
• Telephone: +44 (0)1282 550000 (Mon–Fri, 9:00am – 5:30pm)
• Post: Squirrel Energy Group Ltd, Group First House, Mead Way, Padiham, Lancashire BB12 7NG

To help us investigate your complaint as quickly as possible, please provide your name, contact details, the address where work was carried out, a description of your concern, and any relevant dates or reference numbers.

3. Our Complaints Process

Stage 1 — Acknowledgement

We will acknowledge your complaint within 3 working days of receipt. Our acknowledgement will confirm that your complaint has been logged and provide the name of the person handling it.

Stage 2 — Investigation

We will investigate your complaint thoroughly and impartially. This may involve reviewing installation records, speaking with the relevant members of our team, and, where appropriate, arranging a site visit to assess the issue in person.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If our investigation is likely to take longer, we will keep you informed of progress and provide a revised timescale.

Stage 3 — Resolution

Our written response will set out our findings, any action we propose to take, and the reasons for our decision. Where we have made an error, we will apologise and explain what steps we will take to put things right.

If you are satisfied with our response, we will close the complaint and record the outcome. If you remain dissatisfied, you may escalate your complaint as set out below.

4. Escalation — MCS Consumer Code

As an MCS-certified installer, we are required to participate in an approved consumer redress scheme. If you are a domestic consumer and you remain dissatisfied after completing our internal complaints process, you have the right to refer your complaint to the relevant MCS-approved Alternative Dispute Resolution (ADR) scheme.

Details of the applicable ADR scheme will be provided in your contract documentation and in our written response to your complaint. The ADR scheme provides an independent and impartial resolution service at no cost to you.

Further information about the MCS Consumer Code and your rights is available at mcscertified.com.

5. Escalation — Trading Standards and Statutory Rights

Nothing in this policy affects your statutory rights. If you are a consumer, you may also seek advice from:

• Citizens Advice — for free, independent advice on consumer rights (citizensadvice.org.uk).
• Trading Standards — via your local authority or through Citizens Advice.

6. Record Keeping

We maintain a log of all complaints received, including the nature of the complaint, the outcome, and any corrective actions taken. This log is reviewed by senior management at least annually to identify trends and drive service improvements.

7. Continuous Improvement

We use the insights gained from complaints to improve our processes, training, and service standards. Where a complaint reveals a systemic issue, we take prompt corrective action to prevent recurrence.