AORO Solar UK is committed to providing excellent Customer Service. Whilst every effort is taken to provide excellent customer service, sometimes mistakes are made. If you have an issue with your experience, please raise this with us as we aim to resolve any concerns promptly and efficiently. We will also use the feedback to improve our existing procedures.
Our complaints procedure has been set up for people who feel dissatisfied with the service & experience they have received. It is also an assurance that we have a consistent approach to following up and responding to the complaints with a view to continuously improve our performance. AORO Solar UK have a simple approach for ease of handling complaints. This policy will be reviewed monthly by the directors to ensure that necessary improvements to our service can be made, they are identified, and more importantly, acted upon.
The objective is to ensure complaints are dealt with promptly, efficiently, courteously and systematically. Customers are kept informed of the progress and resolution of their complaint.
On receiving your complaint, we may send you a consumer document checklist which will detail the information we require in order to investigate your concerns.
We have designated complaints officers who will ensure your complaint is registered, acknowledged and responded to in accordance with our complaints handling process below. We may request further information to enable us to investigate the concerns which you raised, please note should this information not be provided, we may be unable to fully investigate your concerns.
Upon receiving your complaint, this will be recorded on the system and allocated a reference number. You will receive acknowledgement of your complaint within 2 working days in writing or by email (as requested). When acknowledging your complaint, we may request information from you to be able to investigate your concerns, once the relevant information has been provided, we will fully investigate your concerns and provide a written response within 14 days. Complaint Response Appeal You have the right to appeal this decision. Your appeal must by lodged within 14 days from the date on the complaint response letter. If it has not been possible to resolve your concerns at this stage, we may escalate your complaint to an Appeal Review by a departmental manager. However, should no further information be provided, your complaint will not be escalated, and the decision will remain our final response to the matter.
On review of your Complaint Response Appeal, should new information be bought to light, the complaint will be reviewed by a departmental manager. You should expect to receive a full response within 14 days, or a letter/email explaining any reason why further time is required to investigate your complaint and details of when you should expect a full response by.
If a dispute cannot be resolved amicably, both parties may agree to refer the matter to an independent Alternative Dispute Resolution (ADR) provider.
We will consider the use of an independent ADR service to reach a fair and non-legal resolution within a reasonable timeframe.
Details of the ADR provider will be made available upon request.