Complaints Policy

It is the policy of The  Ltd to provide a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong.

We want to help you resolve your complaint as quickly as possible. We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

What is a complaint?

  • A complaint is an expression of dissatisfaction, whether justified or not. Our policy covers complaints about:
  • the standard of service we provide
  • the behaviour of our staff, and
  • any action or lack of action by staff affecting an individual or group

Our complaints policy does not cover

  • comments about our policies or policy decisions
  • dissatisfaction with our policies or decisions about individual cases
  • matters that have already been fully investigated through this complaints procedure
  • anonymous complaints

Our standards for handling complaints

We treat all complaints seriously, whether they are made by telephone, by letter, or by email.

Customers will be treated with courtesy and fairness at all times

We will treat all complaints in confidence within the company

We will deal with customer complaints promptly:

  • We will acknowledge receipt of a complaint within seven working days (and inform the customer of our Complaint Handling Procedure and any additional procedures)
  • We will send you a full reply within eight weeks of receipt
  • If we cannot send a full reply within eight weeks of receipt we will tell you the reason why and let you know when we will be able to reply in full

We will not treat customers less favourably than anyone else because of their:

  • sex or marital status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed)
  • sexual orientation
  • colour or race: this includes ethnic or national origin or nationality
  • disability
  • religious or political beliefs, or trade union affiliation, or
  • other unjustifiable factors, for example language difficulties or age

Third Party Reporting

Complainants may wish to have a third party act on their behalf

A third party is any person or organisation acting on behalf of or making enquiries for the complainant.

Representatives may include:

  • advice organisations
  • professionals such as social workers, community psychiatric nurses or doctors, solicitors, family members or friends
  • MPs and elected members of the Council – customers’ own MPs and elected members are assumed to have consent to act and information can be disclosed in response to their enquiries,
  • attorneys are legally empowered to act on behalf of the complainant and consent to disclose information is not required.
  • Where a third party is helping a complainant with a particular complaint and written authority is held to that effect, if the representative asks to be kept informed of progress on the complaint all possible steps will be taken to ensure that this happens


All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

Statutory Rights

Our complaints policy does not impair your statutory rights.

Vulnerable Customer

We will take account of the needs of vulnerable customers, those with additional needs or special access requirements, when handling a complaint.

Dealing with Vulnerable Customers:

  • Choice and access – complaints can be raised verbally on the phone or in writing via the post or email. A customer can also visit us in Penrhyn Bay to discuss their complaint if they wish
  • Recognising vulnerability – when a complaint is raised we will make every effort to establish if the customer is vulnerable, and adjust our process accordingly
  • Advice and support – take extra time to ensure the customer understands what they are applying for and how ECO works. If needs be, offer to talk the plan through with a third party with their permission

How to Complain 

You can make a complaint in a number of ways:

  • By telephone
  • By email
  • In writing or letter
  • Complaints can be verbal or in writing

If it is a customer of our contact details are:Post – Glan-Y-Mor Rd, Penrhyn Bay, Llandudno, Conwy, LL30 3NL

Post – Glan-Y-Mor Rd, Penrhyn Bay, Llandudno, Conwy, LL30 3NLPhone – 01492 588282

Phone – 01492 588282

eMail –

Customers should contact the energy company who has provided the funding or Ombudsman Services: Energy if their complaint has not been resolved within 8 weeks, or if they are not happy with our response

Ombudsman Services: Energy
You can call them on  0330 440 1624
Or visit their website:


Within 7 working days of receipt of the complaint

  • Notify the complainant in writing that the complaint has been received
  • Notify the complainant in writing of our complaint handling procedure
  • Notify the complainant in writing of the Ombudsman Services: Energy
  • Notify the complainant in writing of any additional complaint handling procedures

Within 8 weeks

  • Make reasonable endeavours to investigate and resolve the complaint
  • Notify the customer of our decision in writing, giving reasons
  • Where the complaint is made against one of our Installers or Assessors, we will obtain all necessary information from them and notify in writing their Certification Body
  • Ensure the Installer or Assessor co-operate in the investigation
  • Notify the customer in writing as soon as practicable if we believe the complaint should be handled by another Green Deal Organisation
  • Provide the customer with details of the Ombudsman Services: Energy or Certification Body
  • If you are not satisfied with our decision, you may refer the complaint to the Green Deal Ombudsman service, and we will assist you to do so, including referring the complaint to that ombudsman if the customer requests

Extending time limits

  • We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.


If your complaint relates to boiler finance and you are not satisfied that your complaint has been dealt with internally you may be entitled to refer a complaint against us to the Financial Ombudsman Service.  The contact details are as follows:

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

Website –


Tel: 0800 023 4 567

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