Complaints Procedure

Our policy

• All our staff are aware of this procedure and know what to do if a complaint is received.
• If you have a complaint about a member of staff, or about the products or services we have provided under any of our trading names, we want to hear about it and will try to resolve it as quickly as possible.
• We aim to investigate all complaints fairly, efficiently and within a reasonable time. Complaints are handled consistently, treated confidentially, and dealt with in line with the RECC Consumer Code and UK data protection law.
• We view complaints as useful feedback. Where appropriate, we will act to stop the same issue happening again.
• Complaints may be made by telephone, in person, by email or by letter.
• When we receive a complaint, it will be recorded in the complaints log and assigned to a suitable member of staff. We will acknowledge it in writing within 3 working days, confirming who is dealing with it and when you can expect a further response.
• We aim to complete the investigation and send a final response within 14 working days of receipt. If it will take longer, we will send a progress report and an expected date for the final response, not more than 14 working days later.
• The final response will set out the investigation, our findings and the resolution.
• Senior management owns this policy and reviews it regularly.

Stage 1 - Informal

Please contact us as soon as possible. If you telephone or speak to us in person, note who you spoke to and any resolution offered. If you are not satisfied, you may raise a formal complaint.

Stage 2 - Formal

Write to: Customer Services, Jarmq Ltd, Ground Floor, Unit 8, Flag Business Exchange, Vicarage Farm Road, Peterborough, PE1 5TX.

Or email: customerservices@creativuk.co.uk. Telephone: 01733 515028. You may also use support@solargouk.co.uk; we will route the complaint.

Please include your name, address, telephone number, email address and a clear description of the issue. We may call you to make sure we have understood the complaint.

You will receive an acknowledgement within 3 working days and a detailed response within 14 working days, unless a site visit or further investigation is needed. In that case you will receive a progress report and an expected date for the final reply, no more than 14 working days later.

Stage 3 - Alternative dispute resolution

Renewable energy, solar, battery and related installation complaints: Jarmq Ltd trading as Creativ Energy is a member of the Renewable Energy Consumer Code (RECC). If we cannot resolve your complaint, you may refer it to Green Homes Dispute Resolution, the independent ADR provider for RECC members.

Green Homes Dispute Resolution: https://www.ghdr.org.uk (select “Raise a Dispute”). Telephone: 0204 616 0015. Email: hello@ghdr.org.uk.

RECC general enquiries: 020 7981 0850 · info@recc.org.uk · York House, 23 Kingsway, London WC2B 6UJ.

Finance and credit-broking complaints: Jarmq Ltd is authorised and regulated by the Financial Conduct Authority (FRN 1016429). If your complaint is about finance or credit broking and you are not satisfied with our final response, you may refer it to the Financial Ombudsman Service.

Financial Ombudsman Service, Exchange Tower, London E14 9SR. 0800 023 4567 or 0300 123 9123. complaint.info@financial-ombudsman.org.uk. https://www.financial-ombudsman.org.uk.