The TFM Complaints Procedure

At TFM Renewables we take pride in delivering high-quality renewable energy solutions and outstanding customer service. However, if something doesn't meet your expectations, we want to hear about it and put things right as quickly as possible. Our complaints policy is designed to be straightforward and in line with MCS guidelines, ensuring that your concerns are handled efficiently and fairly.

Procedure:

  • We make sure we record every complaint using our Customer Complaint Form.

  • This will be passed to the right team within TFM Renewables who will make sure the details of the complaint have been entered into our Customer Complaint Record.

  • The allowed time for the complaint to be resolved will be established, and will, in relation to complaints received from domestic customers, conform to the RECC.

  • The domestic customer may use a consumer representative or observer to help deal with the complaint. Where this is the case we are required by RECC and we will make sure we co-operate fully with this person.

  • The person dealing with the complaint will consider the details of the complaint and report the findings clearly to the customer within 10 working days of receiving the complaint.

  • Where appropriate we will arrange to inspect the customer’s system within 5 working days of receiving the complaint and within twenty four hours of receiving a complaint where a domestic customer is without heating or hot water as a result of the situation that has led to the complaint.

  • The person dealing with the complaint will attempt to find an agreed course of action to resolve the complaint speedily and effectively to the customer’s satisfaction;

  • Where the timescales for any agreed actions cannot be met, the customer shall be kept fully informed of the reasons for the delay and new timescales agreed

  • Where we not be able to resolve any complaints received from domestic customers the customer shall be informed that they should direct their complaint to the RECC administrator

  • Where a complaint is referred to the RECC administrator we are required by RECC and we will make sure we co-operate with any mediation being carried out between ourselves and the customer.

  • In the event that the complaint cannot be resolved with the assistance of the RECC administrator’s complaint handlers either ourselves or the customer may request to use the mediation, and then and RECC's Renewable Adjudication Service set out in sections 9.1.2 and 9.1.3 of the Consumer Code. We will direct the customer to the RECC dispute resolution process which can be accessed via the RECC website, consumers tab then the ‘How to Complain’ [link to this section on the RECC website] section of the RECC website.

  • Should mediation not work, we must comply with any request by the customer to refer to the Renewable Adjudication Service. Findings from this service are final and binding, if accepted by the customer.

  • We’ll make sure we record full details on the progress and outcome of the complaint on our Customer Complaint Record

  • Any required corrective or preventive actions should be on our Corrective and Preventive Action Record.

  • The details of the complaint and the outcomes will be reviewed during the next company Internal Review Meeting.