At YES Energy Solutions, we are committed to providing a professional, efficient and valued service to all those we engage with across all aspects of our work. We welcome any comments, whether they involve congratulations, criticism or constructive suggestions. All will be used to learn from and, where appropriate, to improve our services.
This policy outlines how to raise concerns or complaints about any aspect of our services and how we will respond. It applies to all customers and service users, covering complaints related to our staff, processes, communications and service delivery. Our aim is to ensure all complaints are handled fairly, promptly, and transparently.
We are committed to resolving complaints fairly and efficiently. All staff are responsible for listening to and recording customer concerns and for treating every complaint with respect and professionalism. Managers are responsible for ensuring complaints are investigated thoroughly and responded to in line with this policy. Customers also play a role by providing clear and accurate information to help us understand and resolve their concerns.
You can contact us in any of the following ways:
In writing to:
Unit 8-9 Victoria Mills,We welcome:
We aim to resolve complaints quickly and fairly. Here is what you can expect:
| Stage | Timescale |
|---|---|
| Acknowledgement | Within 1 working day |
| Investigation | Between 1–15 working days |
| Resolution | As soon as we are able |
We’ll acknowledge your complaint within one working day—usually by phone and followed up in writing.
Depending on the complexity, your complaint will be handled in between 1 and 15 working days. We will review all possible evidence related to your concerns and endeavour to provide you with a satisfactory resolution.
Where possible, we will aim to resolve your complaint the same day it is received. However, where further investigation is required to ensure the matter is handled satisfactorily, we may need additional time to gather relevant information and/or speak with other parties.
We will provide you with a full response to your complaint. This will be via telephone if you are available and have confirmed you are happy for us to contact you in this way, followed by a written response provided by email or post.
Once we have investigated your complaint, we will provide a response which may include:
If the complexity of the issue you have raised means the complaint will take longer than 15 working days for us to resolve, we will provide you with an apology and an expected resolution timescale.
We treat anonymous complaints seriously, but we will not be able to provide updates without contact details.
We will always:
We will never:
If you are not happy with the way in which we have handled your complaint you can escalate or challenge the decision in the following ways:
If you are unsatisfied with the final response provided to your complaint, you can challenge the outcome by contacting us on the details below:
Please provide your complaint reference alongside the reasoning behind your challenge.
Once we have received your request to re-open the complaint, we will begin an internal escalation process:
The RECC consumer code offers an arbitration and conciliation service if your complaint remains unresolved once you have progressed through our complaint procedure.
Contact RECC:
RECC, 2nd Floor, 25 Eccleston Place, London, SW1W 9NF
www.recc.org.uk
You can contact our Green Deal certification body, NICEIC, once you have progressed through our complaint procedure.
Contact NICEIC:
NICEIC, Head Office, Warwick House, Houghton Hall Park, Houghton Regis, Dunstable, LU5 5ZX
www.niceic.com
You can also escalate your complaint to Citizens Advice:
Please note: the consumer service is open Monday to Friday, 9:00am to 5:00pm (except bank holidays).
Thank you for following this procedure.
At YES Energy Solutions, we are committed to providing an excellent customer experience. As a Community Interest Company whose mission is to alleviate fuel poverty across the UK, customer satisfaction is at the heart of everything we do.
However, in the event you are dissatisfied with the service you have received from us or our installer network, we urge you to get in touch and we will aim to resolve this as thoroughly and quickly as possible.
If you would like to leave a complaint, please get in touch through one of the following methods, leaving your full name and best contact number:
Telephone: 0808 164 2444 (Monday – Friday 9:00am- 5:00pm)
Email: enquiries@yesenergysolutions.co.uk
Address: Head Office, Unit 8-9 Victoria Mills, Stainland Road, Greetland, Halifax, HX4 8AD
If you are not happy with the way in which we have handled your complaint you can contact the following organisations:
For unresolved complaints relating to renewable energy technologies contact RECC. The RECC consumer code offers an arbitration and conciliation service if your complaint remains unresolved once you have progressed through our complaints procedure. You can contact RECC here:
RECC
2nd Floor
25 Eccleston Place
London
SW1W 9NF
For unresolved complaints for any other Improvement(s) such as insulation or heating, you can contact our Green Deal certification body NICEIC once you have progressed through our complaints procedure. You can contact NIC EIC here:
NIC EIC
Head Office
Warwick House
Houghton Hall Park
Houghton Regis
Dunstable
LU5 5ZX
