PublishedComplaints procedure

CS Solutions Limited aims to deal with all complaints in a timely and professional manner, ensuring a fair and equitable process is followed. As part of this commitment the following complaints process is designed to provide a straight forward and easily understandable process for all to follow.

Complaints can be raised by any appropriate means such as:

  • Telephone
  • Fax
  • Email
  • Post

Complaints raised by telephone will be logged and basic details taken, however it will be necessary for complaints to be issued in writing in order to be progressed (unless the complaint indicates a potential criminal offence has occurred in which case the police will be called)

Complaints should be submitted to the Green Deal Nominee at:

Picktree Court, Picktree Lane, Chester-le-Street, Durham. DH3 3SY

And include the following information as a minimum:

  • Nature of complaint
  • Details of the address to which the complaint relates
  • Details of the complainant (name, contact details)
  • Details of what is expected from the complaints process (compensation, apology etc)
  • Any supporting evidence regarding the complaint.

Once received a complaint will be logged on the complaints log and the complainant contacted in writing within 7 days of receipt to confirm receipt and detail the process to be followed.

Depending on the nature and severity of the complaint the above communication may also include the findings and recommendations.

The Green Deal Nominee or person handling the complaint will keep the complainant appraised of the process at not greater intervals than 7 days until such time the complaint has been investigated and recommendations/finding issued.

The finding will be issued in writing to the complainant who should then respond to the complaint handler within 14 days to confirm agreement or otherwise with the recommendations/findings.

Where the complainant is satisfied with the outcome and agrees to any actions/compensation the complaint handler will ensure that timely closure of the complaint is provided.

Where the complainant is not in agreement with findings of proposed actions the complaint will be escalated to the senior department manager for his consideration.

The outcome of the senior managers decision will be communicated to the complainant as before

Should the complainant remain dissatisfied then the Green Deal Nominee will escalate the complaint to Green Deal Certification Body for action under their complaints process.

A similar process will then follow and precise details will be provided by Green Deal Certification Body at this stage.

In the event that Green Deal Certification Body are unable to reach a satisfactory conclusion the complainant may take the matter to the Green Deal Ombudsman

It is important that all parties follow this process closely and act in good faith at all times.

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