Our commitment to handling complaints

We know that sometimes things go wrong and we really value your feedback. Letting us know when you are not happy with our people, products or services provides us with the opportunity to put the situation right as quickly as possible and helps us to improve our service for all our customers.

Our promise is to:

• Treat your complaint fairly
• Try to resolve complaints when you first contact us
• If we cannot resolve your complaint straight away, we will send you a response in writing
• Keep you informed of our progress
• Learn from our mistakes to make things better

What happens next?

We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We will aim to resolve your complaint within a maximum timescale of eight weeks – however if we have not been able to resolve your complaint within four weeks, we’ll write to you and let you know why.

Should you have any further concerns or information relating to your complaint, please use the contact details provided on the letter to contact us directly, either by phone or letter, so that we can fully address your complaint.

Not satisfied with our response?

We are committed to ensuring all complaints are fully and fairly addressed and we work hard to ensure our customer outcomes are appropriate and fair.

Should you remain dissatisfied after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you may have the option to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service

The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK. If you contact the FOS before you have received your final response letter from us, or before the eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to Dwellow Limited to resolve your complaint.  

The full contact details for the Financial Ombudsman Service are detailed below:

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If your complaint is about a heat pump, solar or battery product or installation

If you remain unhappy with the proposed resolutions, you can refer the matter to an independent conciliation to resolve the situation.

The Conciliation Service we use is offered by the Home Insulation & Energy Systems Contractors Scheme (HIES) and is described in their consumer code. It aims to reach a non-legal solution to the dispute in a reasonable timescale. For more information on HIES Alternative dispute resolution please visit Alternative Dispute Resolution at the HIES Consumer Code website.‍

How to raise a complaint with HIES:

Website: Find the complaints form here

Phone: 0344 324 5242

Post:

Centurion House,
Leyland Business Park,
Centurion Way,
Farington,
Leyland
PR25 3GR.

To reach a resolution HIES will review your concerns and the actions that we took to resolve your complaint.

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As an alternative, we also have access to an Alternative Dispute Resolution service via Which? Trusted Traders

In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service.  Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

The business has access to a second Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.  If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution.  You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.