Business Complaint Procedure
On receipt of your complaint, we aim to respond within 5 working days.
We will arrange a convenient date to come and view and/or remedy the situation within 28 days. In the unlikely event we are unable to resolve your complaint, having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where we cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us, and both parties agree that a ‘deadlock’ has been reached, then you can escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installations, 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 0117 456 6031, who can explain if you are eligible to use their Alternative Dispute Resolution.
For customers who have an unresolved complaint regarding domestic Photovoltaic (PV) Solar System installation, service, or repair, we’re committed to ensuring a fair and transparent resolution process. As part of our membership with the Renewable Energy Consumer Code (RECC), you can refer your complaint to the RECC’s Alternative Dispute Resolution (ADR) service for independent review and support. This includes any issues related to PV solar panels, their installation, performance, or ongoing maintenance, ensuring every aspect of your solar system is covered.
To make a complaint online, please use the following link:
Registering a complaint by email or post. Please download the Complaints Registration Form here, complete and return it by email to disputeresolution@recc.org.uk or by post to RECC Dispute Resolution Team, Brettenham House, 2-19 Lancaster Place, London WC2E 7EN. (Please remember to get proof of posting)
If you are unable to register a complaint via the Online Complaints Registration Form, by email or by post for any reason, please contact the Dispute Resolution Team on 0207 981 0850 to discuss alternative arrangements.
Complaints Procedures
TRJ Electric & PV Solar Ltd always endeavours to provide the best service. However, on rare occasions, there may be times when a customer may not be completely satisfied. To ensure that we can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the company aims to achieve. Please contact the Office straight away with any concerns, either by phone (01754 762987 or 07946 181063), email (info@trjelectric.co.uk), or write to us. If you write to us, please get proof of posting. As a Which? Trusted Trader, we are committed to upholding the highest standards of customer service and accountability, and any complaints will be addressed promptly in line with this commitment.
