Complaints policy

Complaints Policy

1. Purpose
This policy outlines how Hubbard Electrical & Renewables handles customer complaints in a fair, transparent and timely manner. We are committed to providing high quality electrical, solar, battery and EV installation services and take all feedback seriously to improve our operations.

2. Scope
This policy applies to all customers and clients engaging with our electrical, solar, EV and maintenance related services.

3. Definition of a Complaint
A complaint is any expression of dissatisfaction made by a customer regarding our services, staff, workmanship, products, or business practices, where a response or resolution is expected.

4. How to Make a Complaint
Customers can submit complaints through the following channels:

o Email: Info@hubbardelectrical.co.uk
o Phone: 01745 405136
o Post: 6 Lon Glyn, Denbigh, LL16 5YG
o Website: www.hubbardelectrical.co.uk

 

To help us resolve the issue efficiently, customers should provide:
o Full name and contact details
o Description of the issue
o Relevant dates and times
o Supporting documentation (e.g., invoices, photos)

5. Complaint Handling Process
5.1 Acknowledgement
We will acknowledge receipt of a complaint within 2 working days.
5.2 Investigation

We will:
o Review the details of the complaint
o Gather relevant information from staff and records
o Contact the customer if further information is required

5.3 Response Time
We aim to provide a full response within 5 working days. If additional time is required, we will inform the customer and provide an updated timeframe.
5.4 Resolution
Possible outcomes include:
o Explanation of findings
o Apology where appropriate
o Corrective action (e.g., repair, revisit, or replacement)
o Partial or full refund (where applicable)

6. Escalation Process
If the customer is not satisfied with the initial response, they may request an escalation. The complaint will then be reviewed by a senior manager or director.
We will provide a final decision within 10 working days of escalation.

7. External Resolution
If the complaint cannot be resolved internally, customers may seek independent advice or escalate the complaint to relevant regulators or trade bodies, where applicable such as:

 

MCS

o Online: https://mcscertified.com/consumers/consumer-complaints/what-to-do-if-things-go-wrong/
o Email: mcscomplaints@mcscertified.com
o Phone: 0333 103 8130
o Mail: MCS, First Floor, Violet 3, Sci-tech Daresbury, Keckwick Lane, Daresbury, Cheshire, WA4 4AB

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NICEIC
o Online: https://niceic.com/about-us/complaints/
o Email: complaints@certsure.com
o Phone: 01582 539036
o Mail: NICEIC,Warwick House, Houghton Hall Park, Houghton Regis, Bedfordshire, LU5 5ZX

8. Record Keeping
We maintain records of all complaints for a minimum of 12 months. This includes:
o Complaint details
o Actions taken
o Outcomes
This information is used to identify trends and improve service quality.

9. Confidentiality
All complaints will be handled confidentially in accordance with data protection regulations. Customer information will only be used for the purpose of resolving the complaint.

10. Continuous Improvement
We regularly review complaints to:
o Identify recurring issues
o Improve training and processes
o Enhance customer satisfaction

11. Review of Policy
This policy will be reviewed annually to ensure it remains effective and compliant with relevant regulations.

Approved by: ____ Lloyd Hubard ___________
Position: _________ Owner/Director __________
Date: _________ 26/08/2026 _____________