Purpose:
To provide a clear and efficient process for customers to submit feedback or complaints, ensuring we address their concerns promptly and improve our services.

1. Submission of Feedback/Complaints

• Customers can submit feedback or complaints through the following channels:
  • Email: etjrenewable@gmail.com
  • Phone: 07730013876
  • Online Form: Contact us
  • Post to: 11 Cross Keys, Bearsted, Kent, ME14 4HR

2. Acknowledgment

• Upon receiving feedback or a complaint, we will acknowledge receipt within 48 hours. This will include a confirmation of the complaint details and an estimated timeframe for a response.

3. Investigation

• Our team will investigate the issue thoroughly. This may involve:
  • Reviewing relevant information
  • Consulting with involved parties

4. Response

• We aim to respond to all feedback and complaints within 10 business days. Our response will include:
  • A summary of our findings
  • Any actions taken or proposed solutions
  • Information on how to escalate the issue if not resolved satisfactorily

5. Resolution

• If the complaint is resolved, we will communicate the resolution to the customer and ensure their satisfaction. If further action is required, we will keep the customer informed throughout the process.

6. Follow-Up

• After resolution, we may follow up with the customer to ensure the issue was adequately addressed and to gather any additional feedback.

7. Continuous Improvement

• We take all feedback seriously and will use it to improve our products and services. Regular reviews of feedback trends will be conducted to identify areas for improvement.

8. Confidentiality

• All feedback and complaints will be handled confidentially, and personal information will be protected in accordance with our privacy policy.