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Complaints

Contact Details

Customer Care Telephone: 01554 788766
Email: complaints@stellarenergy.org

Our Procedures

All complaints, both verbal or written are received by our complaints team who work Monday-Friday 9:30am – 5:00pm, Who will…

  • Acknowledge receipt of the complaint within 24hrs. (Unless the complaint is submitted over the weekend, in which case the complaint will be responded to on the following Monday.
  • Attempt to make contact with the complainant to seek further information on any points if necessary
  • Conduct a full investigation into the complaint
  • Keep the complainant informed of the progress of the complaint
  • Converse with the complainant regarding the findings and proposed response
  • Provide clear, expected timeframes of responses due.

Complainants will receive a final response as soon as possible and we always aim to to do so no later than two weeks, unless more information is needed to make a final decision, in which case the complainant will be notified before the eight weeks has expired.

At Stellar Energy, we encourage our clients to share any concerns or dissatisfaction regarding our products and services.

Please email: complaints@stellarenergy.org
Or call: 01554788766
Monday – Friday 9:30am-5:00pm

To address your complaint effectively, we will determine whether it pertains to the information provided, our firm, or the service and installation. If there is any uncertainty, it will not hinder our investigation, and we will move forward with our own inquiries. The complaints manager will oversee the review process and escalate the matter to the relevant department for a thorough investigation. You will receive a written response, which may include supporting materials such as photos, checklists, or notes on remedial actions taken

Investigation

The complaints manager will assess the nature and scope of each complaint in accordance with Trading Standards guidelines, which mandate that we:
– Address complaints promptly and fairly.
– Provide clear responses to complainants and, when appropriate, offer fair compensation.
– Aim to respond within 2 weeks.

Final Response

Our final response will clearly outline our decision along with the rationale behind it. If compensation is offered, we will provide a detailed explanation of how it was calculated.

For eligible complainants involved in regulated activities, we will include information about the Financial Ombudsman Service in our final response, specifying that:

– The complainant must refer the matter to the ombudsman within six months of the final response date to retain their right to use this service.
– We will clarify whether we consent to waive the relevant time limits.

Complaints Resolved Within 3 Business Days

For complaints that we can resolve to the customer’s satisfaction within 3 business days, we will document and communicate these differently. When we determine that a complaint is satisfactorily resolved, we will promptly issue a ‘Summary Resolution’ to the customer.

Communication Regarding Your Complaint

We are writing to inform you that we have addressed your complaint and believe it has been resolved to your satisfaction. If you feel that our resolution does not meet your expectations, you have the option to either refer your complaint back to us or to escalate it by calling the Citizens Advice consumer helpline on 0808 223 1133 and may speak to a Welsh- speaking adviser on 0808 223 1144. Please note: National Trading Standards cannot help members of the public with specific complaints or advice about goods, services or specific businesses. For more information about trading standards services in Scotland, please visit the Trading Standards Scotland web site www.tsscot.co.uk or the Society of Chief Officers of Trading Standards in Scotland website www.tradingstandards.scot.

In addition to this Summary Resolution Communication, we may choose to reach out to you through other methods if we believe it would better suit your needs or if we have previously communicated with you using a different method, such as recorded calls, emails, or text messages.
Closing Your Complaint

A complaint will be considered closed once we provide our final response. However, this does not affect your right to refer the matter should you desire.

Alternative Dispute Resolution

If we are unable to resolve your complaint using our internal complaints procedure, you may refer your dispute to the Renewable Energy Consumer Code (RECC).

RECC is a Trading Standards Institute approved code which covers the renewable energy sector. We are a member of RECC and are bound by their Consumer Code.

You can contact RECC using the details below:

  • Website: www.recc.org.uk
  • Post: Renewable Energy Consumer Code (RECC) York House 23 Kingsway London WC2B 6UJ
  • Telephone: 0207 981 0850
  • Email: disputeresolution@recc.org.uk

Complaints Form

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