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Complaints Policy – Energy Wise AZ

Introduction

At Energy Wise AZ, we are committed to providing professional, reliable and customer-focused services. We aim to ensure that every customer receives clear information, appropriate guidance and a positive experience when exploring home energy efficiency improvements and renewable energy solutions.

We understand that concerns or disagreements may occasionally arise. Our Complaints Policy explains how customers can raise an issue, how complaints are reviewed and the steps we take to achieve a fair and reasonable resolution.

We value customer feedback and use it to continuously improve our services, communication and overall customer experience.

Our Commitment to Customer Satisfaction

Energy Wise AZ is dedicated to treating every complaint seriously, fairly and respectfully. We believe that customers should feel comfortable raising concerns and confident that their feedback will be considered appropriately.

Our approach focuses on open communication, transparency and resolving issues as efficiently as reasonably possible.

We aim to investigate complaints objectively, provide clear explanations and identify appropriate solutions based on the circumstances of each case.

What Can You Make a Complaint About?

Customers may submit a complaint if they are dissatisfied with any aspect of the services or information provided by Energy Wise AZ.

Complaints may relate to:

  • Quality of customer service or communication.

  • Delays in responding to enquiries or providing updates.

  • Information provided about energy efficiency improvements.

  • Property assessments, quotations or installation arrangements.

  • Concerns regarding the quality of work carried out.

  • Grant eligibility guidance or funding-related information.

  • Unexpected charges or disagreements about agreed services.

  • Any other matter relating to your experience with Energy Wise AZ.

  • Concerns about finance introduced in connection with your purchase, including the information provided or the way the finance was arranged.

We encourage customers to provide as much relevant information as possible so that concerns can be understood and addressed effectively.

How to Submit a Complaint

If you are unhappy with any aspect of our products or services, you can contact Energy Wise AZ by telephone, email or post using the details below:

Telephone: +44274 033478
Email: energywiseaz@gmail.com
Postal address: 13 campus road BD7 1HR Bradford United Kingdom

You can raise a complaint verbally or in writing. Please provide the information listed below where available to help us understand and investigate your concerns. You do not need to provide every item before making a complaint.

 

  • Your full name and preferred contact details.

  • The address of the property concerned, if applicable.

  • A clear description of the issue.

  • Relevant dates and details of previous communication.

  • Any supporting documents, photographs or correspondence.

  • The outcome or resolution you would like us to consider.

 

We may contact you if we need further information to investigate your complaint.

If Your Complaint Relates to Your Finance Agreement

If your complaint relates to finance linked to your purchase, please contact First Call Group Limited, our FCA Principal, using the details below:

Telephone: 0191 249 8188, option 3
Email: complaints@fcgltd.co.uk
Online complaints form: https://www.financeworks.co.uk/register-an-issue

If you have a problem with a product purchased using finance and Energy Wise AZ has been unable to resolve it, you can also contact First Call Group Limited using these details.

If you raise a finance-related complaint with Energy Wise AZ, we will promptly refer it to First Call Group Limited where appropriate and explain who will be handling it.

Our Complaints Handling Process

Energy Wise AZ follows the process below when handling complaints about its products and services. Finance-related complaints will be handled or referred as explained in the finance complaints section above.

1. Complaint Acknowledgement

When a complaint is received, we will aim to acknowledge it promptly and explain the next steps in the review process.

2. Initial Review

We will examine the information provided and determine whether additional details or supporting documents are required.

3. Investigation

Where necessary, we may review relevant records, speak with team members or contact third-party service providers involved in the matter.

4. Proposed Resolution

Following our investigation, we will explain our findings and, where appropriate, propose a reasonable course of action to address the concern.

5. Complaint Closure

Once our investigation is complete, we will communicate the outcome, explain the reasons for our decision and outline any further steps available to you. Closing our internal review does not remove any right you may have to refer an eligible complaint to an independent dispute resolution service.

Response Times and Communication

For complaints about our products and services, we aim to acknowledge receipt promptly and within five working days, and to provide a substantive response within 20 working days wherever reasonably possible. These are service targets. If we need more time, we will explain why and provide an updated expected response date.

For complaints handled by First Call Group Limited relating to regulated finance, you will receive a prompt written acknowledgement and be kept informed of progress.

A final written response should normally be provided within eight weeks of receipt of the finance complaint. If a final response cannot be provided within that period, you will receive a written explanation of the delay, an indication of when a final response is expected and information about your right to refer an eligible complaint to the Financial Ombudsman Service.

Our internal service targets do not extend any applicable regulatory deadline or restrict your referral rights.

Complaints Relating to Installations or Third Parties

Certain services may involve independent installers, technical assessors, funding administrators or other third-party organisations.

If a complaint concerns work completed by another organisation, Energy Wise AZ will review the matter to establish our involvement and responsibilities.

Where appropriate, we may assist customers in identifying the correct organisation or complaints procedure for the issue.

Any contractual rights, installation warranties or statutory consumer protections will continue to apply independently of this policy.

Escalating an Unresolved Complaint

If you are dissatisfied with Energy Wise AZ’s response, you may request a further review by explaining why you believe your concerns have not been adequately addressed. We will consider any additional information you provide.

For finance-related complaints, if you remain dissatisfied with First Call Group Limited’s final response, or eight weeks have passed since it received your complaint without a final response, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.

You should normally refer your complaint within six months of the date First Call Group Limited sends its final response. The final response will explain the applicable referral rights and time limits.

You do not need to complete an additional internal review before exercising any available right to refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service contact details:

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

The Financial Ombudsman Service considers eligible complaints about financial products and services. Its involvement in a complaint about goods or installation work depends on whether that complaint falls within its jurisdiction.

Confidentiality and Data Protection

All complaints will be handled with appropriate care and consideration for customer privacy.

Personal information provided during the complaints process will be used for reviewing, investigating and responding to the concerns raised, in accordance with applicable UK data protection legislation.

Information will only be shared with relevant individuals or organisations where there is an appropriate lawful basis or legal requirement.

Further details about the handling of personal information can be found in our Privacy Policy.

Continuous Improvement

Customer feedback plays an important role in helping Energy Wise AZ maintain and improve the quality of its services.

We may review complaints to identify recurring concerns, improve communication, strengthen internal procedures and reduce the likelihood of similar issues occurring in the future.

Our objective is to maintain a transparent, responsible and customer-focused approach throughout every stage of the customer journey.

Conclusion

At Energy Wise AZ, customer satisfaction, fairness and accountability are important to the way we operate. We are committed to listening to concerns, investigating complaints appropriately and working towards reasonable resolutions.

If you are unhappy with any aspect of our services, we encourage you to contact our team so that we have an opportunity to review the matter and respond.

Contact Energy Wise AZ

For complaints about our products or services, please use the telephone number, email address or postal address listed under “How to Submit a Complaint”. For finance-related complaints, please follow the First Call Group Limited procedure set out above.

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FCA Disclosure

ENERGYWISE AZ LTD is an Introducer Appointed Representative (Financial Services Register No. 1063731) of First Call Group Limited (FCG), who are a credit broker, not a lender. FCG is authorised and regulated by the Financial Conduct Authority (FRN: 753324), and offers finance from its panel of lenders. All finance is subject to status and credit checks.

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