--- title: "Complaints Policy | Greentech Renewables Ltd" description: "Our complaints policy explains how to raise an issue, what happens next, and how we resolve complaints fairly and promptly at Greentech Renewables Ltd." lang: en-GB json-ld: | { "@context": "https://schema.org", "@type": "LocalBusiness", "@id": "https://www.greentechrenewables.co.uk/#localbusiness", "name": "Greentech Renewables Ltd", "alternateName": "Greentech Renewables", "image": "https://www.greentechrenewables.co.uk/logo.png", "description": "MCS-certified solar panel, battery storage, heat pump and EV charger installer based in Greater Manchester, serving the North West and the UK. 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You may get free panels [Check Eligibility](/grants/warm-homes-plan-eligibility) [Case Studies](/case-studies) [0% Finance](/finance)[Quick Solar Price](/solar-estimator) # Complaints Policy ## Complaints Procedure for Greentech Renewables Ltd ### Our Policy: - All our staff are aware of our complaints procedure and know what to do if a complaint is received. - If you have a complaint regarding a member of staff or the products and services we have provided, we want to know about it and will endeavour to resolve it as quickly as possible. - We aim to investigate all complaints fairly, efficiently, and in a reasonable timeframe. All complaints will be handled in a consistent manner. - Complaints will be treated sensitively, confidentially, and in accordance with the HIES Scheme Rules and Code of Practice, which is the Consumer Code we adhere to (you will have received a copy of these with your contract) and in line with the General Data Protection Regulation (GDPR). - We aim to resolve complaints effectively and will ask whether you are satisfied with the resolution and if your complaint was handled fairly and appropriately. - We view complaints as positive feedback and, where appropriate, will act constructively to avoid a recurrence. Complaints are reviewed regularly to identify trends, which we may need to investigate further. - Complaints can be made verbally (by telephone or in person) and by email or letter. - When we receive a complaint, the complaint handler, Gina Park, will record it in the complaints log. - Your complaint will be delegated to a suitable member of staff for investigation. They will acknowledge in writing within 3 working days of receipt, confirming who they are and when you can expect a further response. - We endeavour to complete investigations and reach a satisfactory resolution within two weeks of receipt. In the unlikely event that the investigation takes longer, we will send you a progress report with an anticipated date for a final response, not more than 2 weeks later. - The final response will contain details of actions taken during the investigation, the findings, and the resolution. - If at any time you are not satisfied with how we are handling your complaint, you may refer your case to HIES, to request mediation, by telephoning [0344 324 5242](tel:03443245242) or alternatively, via the HIES website [https://www.hiesscheme.org.uk/](https://www.hiesscheme.org.uk/). - If all avenues have been exhausted and you remain unhappy, you can refer your case to The Ombudsman, who is entirely independent. - The implementation of this policy and overall responsibility lies with senior management, who will review it on a regular basis and update if necessary. ## How to Make a Complaint ### Stage 1 - Informal Resolution We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally. As such, please contact us as soon as possible if you have a grievance. If you contact us by telephone or in person, make a note of the person you have spoken to. Make a note of any resolution offered immediately and whether you are satisfied with the outcome. If you are not happy with the resolution offered, you may take the complaint to the formal stage. ### Stage 2 - Formal Complaint Record your complaint in writing and send it to: Greentech Renewables Ltd Unit 14, Mandale Business Park Greenside Way Middleton M24 1ZE You will receive an acknowledgment within 3 working days of receipt of your written complaint. Please include your telephone number and email address. We may contact you by telephone to ensure that we have understood your complaint properly. Your complaint will be recorded in our complaints log and assigned for investigation. You will receive a detailed response within 14 working days of receipt of your complaint, unless the investigation takes longer, which may involve a site visit. In which case you will receive a progress report and an expected date for when you will receive a final reply. This will be no longer than 14 working days later. ### Stage 3 - Alternative Dispute Resolution In the event of an unresolvable issue, you can refer your case to our nominated alternative dispute resolution provider through HIES. HIES can be contacted at: Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, England, PR25 3GR [info@hiesscheme.org.uk](mailto:info@hiesscheme.org.uk) [0344 324 5242](tel:03443245242) We agree, in the event of a dispute, we will exclusively attempt to resolve the dispute through using HIES's alternative dispute resolution services. ## Accreditations ![Our Accreditations: HIES Consumer Code, TSI Approved Code, TrustMark Government Endorsed Quality, Green Deal Approved, MCS Certified, NAPIT](/assets/solar-accreditations-CbjEg9cO.png) Public Liability Insurance – Tradesman Saver £5,000,000 – GREE55TR01 Employers Liability Insurance – Tradesman Saver £10,000,000 – GREE55TR01 Professional Indemnity – Tradesman Saver £250,000 – GREE55TR01 [![Greentech Renewables - MCS Certified Solar Installers](/assets/greentech-logo-DICMm454.jpg)](/) MCS Certified solar panel and battery storage installers serving Greater Manchester and the UK. Trusted by 2000+ homeowners. 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Ideal Sales Solutions Ltd is a credit broker and not a lender (FRN 703401). Finance available subject to status. The rate offered is always provisional and will depend upon your personal circumstances, the loan amount and the term. © 2026 Greentech Renewables Ltd. All rights reserved. VAT Reg No. 404561815 — Company Reg No. 12902505. Registered in England & Wales. - [Privacy Policy](/privacy-policy) - [Terms & Conditions](/terms-and-conditions) - [Complaints Policy](/complaints-policy)