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COMPLAINTS PROCEDURE

At Bloom, we strive to provide the best possible service to our customers. However, we understand that occasionally issues may arise that require attention and resolution. We take customer feedback and complaints seriously and are committed to addressing them in a timely and fair manner. This complaints procedure outlines the steps you can follow if you have a complaint about our services.

1. Contact Your Project Manager: If you have a concern or complaint, we encourage you to start by contacting your assigned project manager. They will be your primary point of contact throughout the installation process. They are best positioned to address any issues quickly and efficiently.

2. File Your Complaint in Writing: If you are not satisfied with the resolution provided by your project manager or if you prefer to document your complaint, please submit it in writing. You can send an email to info@bloomrenewables.co.uk, via the message box below, or send a physical letter to 1A Webbers Yard, Dartington, TQ9 6JY. Please provide as much detail as possible, including your contact information and the nature of the complaint. This will help us investigate and resolve the issue more effectively.

3. Complaint Review: Once we receive your written complaint, we will acknowledge it within five working days. Your complaint will then be reviewed by a designated complaints handler who was not directly involved in your project. We aim to provide a full response within 30 calendar days. However, if your complaint is complex and requires more time for investigation, we will keep you informed of the progress.

4. Resolution: We will conduct a thorough investigation to understand the nature of your complaint and propose a resolution. Our goal is to resolve your complaint in a fair and satisfactory manner. We will communicate our findings and proposed solutions to you in writing.

5. Escalation: If you remain dissatisfied with the proposed resolution, you can request that your complaint be escalated to a senior member of our team. The senior team member will conduct a fresh review of your complaint and provide you with a final written response within 15 calendar days.

6. Ombudsman or ADR Scheme: If you are still unsatisfied with our response, and you are an eligible customer (as per Ombudsman or ADR scheme criteria), you have the option to refer your complaint to an Alternative Dispute Resolution (ADR) scheme or an ombudsman service. We will provide you with details of relevant ADR schemes and ombudsman services at this stage.

7. Monitoring and Continuous Improvement: At Bloom Renewables we value feedback and use complaints as an opportunity to improve our services. All complaints are recorded and monitored to identify recurring issues and areas for improvement. Your input is crucial to helping us enhance our operations.

Please be assured that your complaint will be treated confidentially and fairly throughout this process. We are committed to resolving your concerns in a timely and satisfactory manner.

If you have any questions or need assistance with the complaints process, please do not hesitate to contact our customer service team at office@bloomrenewables.co.uk.

Bloom is dedicated to delivering high-quality solar and battery installation services, and we appreciate your feedback as it helps us maintain our commitment to customer satisfaction.

Reviewed: 1 November 2023

01803 200 999

info@bloomrenewables.co.uk