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    Complaints Procedure

    Last updated: 12 April 2025

    Our Commitment

    Warm Homes Net Zero Ltd is committed to providing a high standard of service. If something goes wrong or you are dissatisfied with any aspect of our work, we want to know about it so we can put it right. We treat all complaints seriously and use them to improve our service.

    How to Raise a Complaint

    You can raise a complaint in the following ways:

    • By email to hello@whnz.co.uk. Please include "Complaint" in the subject line.
    • By submitting a support request through our Contact Us page. Select "Complaint" as the enquiry type.

    When raising a complaint, please include:

    • Your full name and contact details
    • The address of the property concerned (if applicable)
    • A clear description of your complaint
    • Any relevant dates, reference numbers or supporting information
    • What outcome you are seeking

    What Happens Next

    1. Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.
    2. Investigation: Your complaint will be reviewed by a senior member of the team. We may contact you to gather further information or clarify details.
    3. Response: We aim to provide a full written response within 10 working days. If the matter is complex and requires further investigation, we will notify you of the revised timeline.
    4. Resolution: We will confirm the outcome of our investigation and any actions we intend to take. If remedial work is required, we will arrange this promptly.

    Escalation

    If you are not satisfied with our response, you may request that your complaint is escalated to a director of the company. Please email hello@whnz.co.uk with the subject line "Complaint Escalation" and include a copy of our previous response and your reasons for dissatisfaction.

    We will acknowledge escalated complaints within 2 working days and aim to provide a final response within 15 working days.

    External Resolution

    If you remain dissatisfied after our internal complaints process has been exhausted, you may have the right to refer your complaint to an appropriate external body, such as:

    • The Retrofit Accountability Framework (where applicable)
    • TrustMark Dispute Resolution (for TrustMark-registered work)
    • Your local authority Trading Standards service

    Record Keeping

    We maintain a record of all complaints received, the actions taken and the outcomes. This data is used to monitor service quality and identify areas for improvement. All complaint data is handled in accordance with our Privacy Policy.

    Contact Us

    If you have any questions about this complaints procedure, please contact us at hello@whnz.co.uk.

    Warm Homes Net Zero Ltd · Company number 17150150 · Registered in England and Wales