Would you like to raise a complaint?

We're sorry to hear that you're looking to raise a complaint and we're really keen to sort it out. Thanks for taking the time to talk to us, we always want to make sure that we’re aware of any issues. That way, we can find a fix, learn, and do our best to make sure it doesn’t happen again, for the benefit of you and our other customers.

- We'll do all we can to resolve your complaint quickly

- We’ll work with you to understand what went wrong and why it happened

- We’ll ask if there is any particular resolution you would prefer, and take that into account

- We’ll fix it

- We’ll explain what we have done, and what happens next

Our aim is to reach a mutually acceptable solution and we want you to have this as quickly as you can. We'll assign you a complaint reference number and we'll keep you updated along the way and let you know what we are doing to fix your issue.

You can email us anytime at hello@zenovaenergy.co.uk, or call us between 9am-5pm Monday-Friday. 

Our commitment to our customer is the foundation of our business, with this in mind we promise to acknowledge your complaint within 24 hours of your complaint being logged. Where we will contact you to confirm the details surrounding your complaint and advise you of next steps.

If you contact us on the phone, we'll want to make sure we understand the issue, so it would be helpful if you could provide some background information. We'll then work our hardest to resolve the issue right there and then on the phone. We ask that you provide us with:

- Your contact details (we may have to contact you to get more information so that we can resolve your issue)

- Background information on the issue

- The impact the issue is having on you

- Your preferred resolution

Once your complaint has been logged we'll then issue you with a unique customer complaint reference number that will have all your complaint details attached to it.

We aim to resolve complaints as quickly as possible and if we can fix it immediately, we will. If we cannot resolve it right away, then we'll investigate and get back to you with a summary of actions within 10 working days of the complaint being raised. 

We promise to keep you informed of our progress until your complaint has been resolved and we aim to resolve any complaints within a maximum timescale of eight weeks.

You'll receive a final response email from us once we have resolved your complaint. This will explain what your complaint was about and the steps we have taken to resolve it.

If we've managed to resolve your complaint for you - Brilliant news! We're pleased to have helped and appreciate that you have raised the issue with us to fix. It's not always easy but it's important to us that we have the opportunity to put things right for you. Thank you for your patience and we're happy to have you as our loyal customer.

If you're unhappy with the resolution offered or your complaint is open for longer than 8 weeks - If you are dissatisfied with our final response, you should let us know and we will arrange for a Director to review your complaint.

The Director's decision will represent Zenova Energy's final response, and the outcome will be confirmed with a Final Response Letter. 

If you remain dissatisfied after completing our complaints procedure, you may refer your complaint to the MCS Complaints Process at: https://mcscertified.com/consumers/consumer-complaints/what-to-do-if-things-go-wrong/

Alternatively, you can contact them:

By Email: mcscomplaints@mcscertified.com

By Writing: MCS, First Floor, Violet 3, Sci-tech Daresbury, Keckwick Lane, Daresbury, Cheshire, WA4 4AB

By Phone: 0333 103 8130

Zenova Energy works in line with MCS's Customer Commitment Issue in all aspects. For more information, you can also view the MCS Customer Commitment Issue here:  https://mcscertified.com/?standard=customer-commitment

Where appropriate, MCS may recommend Alternative Dispute Resolution (ADR). Zenova Energy will fully cooperate with the MCS complaints process and will also take part in Alternative Dispute Resolution (ADR) with MCS's provider, if a resolution that you both agree on, can’t be reached through the MCS complaints process.

What is Alternative Dispute Resolution (ADR)?

ADR is a way to resolve disputes without going to court. An independent expert reviews the case and makes a decision. MCS are not accredited to offer dispute resolution and so won’t be able to help directly anymore at this point. However, they can help in different ways depending on your installation.

For eligible disputes, ADR is free and funded by MCS. Decisions are legally binding on MCS installers certified under the redeveloped Scheme.

More information on this can be found at: https://mcscertified.com/consumers/consumer-complaints/what-to-do-if-things-go-wrong/

If you complaint is related any of the categories below, this would be deemed as an emergency complaint and we would be available 24 hours a day 7 days a week to resolve the issue:

- Electrical safety

- Fire risk

- Structural concerns

- Risk to health or safety

If your complaint is deemed as an emergency under one of these categories, please call 07711019543 immediately, so that we can act promptly and take the necessary steps to ensure that the situation is made safe.

Zenova Energy will prioritise the complaint immediately and arrange appropriate action as soon as reasonably practicable. Temporary measures may be implemented where necessary while permanent repairs are arranged.