Pure Eco Solutions Complaints Process

At Pure Eco Solutions we take our reputation seriously and have created this complaint procedure to try and make the process as clear and easy to understand as possible so that in the event there is every any complaints, they are all treated fairly in accordance with the complaint’s procedure.

 Understanding the steps involved in making and where necessary escalating a complaint to us, please complete the following steps:

When you notice an issue
if something goes wrong, contact us straight away and allow us the time to put things right. By doing this as soon as you notice an issue, we will work with you to help resolve the matter.

Log the complaint with us
We kindly ask that you contact us by email only when logging a complaint. Ensuring you provide us with the following information: full name, address, contact number, date of install, date you noticed issue, and evidence. The more information you provide us with the better. (all complaints must be sent to aftersales@pureecosolutions.co.uk)

Please allow us 14 days to acknowledge the complaint in writing
We ask for this time to access the situation and the evidence provided to find an appropriate resolution. During this time, we may contact you for more information. We may reach a decision on your complaint prior to the 14 days, if we do, we will contact you with an update.

Once you accept the resolution
Once both parties agree to the resolution, we then ask for a further 14 days to for our installation team to get in touch to arrange a suitable time to come out to the property. You will be required to be ta the property on the day.

 After the issue is resolved
Once our installers have been to your property and remedied the issue, both parties must agree the work has been resolved to your satisfaction. This will be documented on a work sheet and kept on our database for future reference

Financial Services Complaints Procedure

All financial services complaints will be investigated and overseen by our Compliance Department.

The Compliance Department will:

Acknowledge your complaint.

• Tell you who is investigating the matters raised and provide you with their address and telephone number.
• Carry out a thorough and impartial investigation.
• Do everything we can to resolve things as quickly as possible.
• Provide a written response within 8 weeks of receiving your complaint, informing you of the results of our investigation or explain why this isn’t possible.

If you are not satisfied with the outcome of our investigation you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

The Financial Ombudsman Service exists to help resolve certain complaints when we have not been able to resolve your complaint to your satisfaction. The scheme is entirely free to use.

You should contact the Financial Ombudsman Service within 6 months from the date of our written response. They will also look into your complaint if we have not provided you with a written response within 8 weeks of receiving your complaint.

You can contact the Financial Ombudsman Service:

In writing:

Exchange Tower, Harbour Exchange, London E14 9SR

By telephone:  0800 023 4567

By email:  complaint.info@financial-ombudsman.org.uk 

Website:  www.financial-ombudsman.org.uk