Complaints

Complaints Policy of Enerus Limited

1. Introduction Enerus Limited (“we”, “our”, “us”) is committed to providing high-quality products and services. We recognize that sometimes things may go wrong, and we value customer feedback to help us improve. This Complaints Policy outlines how we handle complaints and the process for resolving any issues.

2. How to Make a Complaint If you are dissatisfied with any aspect of our service, you can submit a complaint through the following channels:

  • Email: contact@enerus.co.uk
  • Phone: 01740 669 585
  • Postal Address: Enerus Limited, NETPark Plexus, Sedgefield, TS21 3FD

Please provide as much detail as possible, including your name, contact details, order reference (if applicable), and a clear description of the issue.

3. Acknowledgment of Complaints

  • We aim to acknowledge complaints within 2 working days of receipt.
  • If additional information is required, we will contact you to clarify the issue.

4. Investigation Process

  • A designated complaints handler will review the details and investigate the issue.
  • We may contact you to discuss your complaint further.
  • Our goal is to provide a resolution within 10 working days; if more time is required, we will inform you of the reason and expected timeframe.

5. Resolution

  • If the complaint is upheld, we will take appropriate corrective action, which may include:
    • Providing a replacement or repair service.
    • Issuing a refund where applicable.
    • Improving internal procedures to prevent future issues.
  • If you are satisfied with the proposed resolution, we will close the complaint.

6. Escalation Process

  • If you are not satisfied with our response, you may escalate the complaint by contacting our management team via [Insert Escalation Contact Details].
  • If the matter remains unresolved, you may seek further resolution through industry regulators, such as MCS (Microgeneration Certification Scheme) or RECC (Renewable Energy Consumer Code), where applicable.

7. Continuous Improvement

  • We analyze complaints to identify trends and areas for improvement.
  • Regular reviews ensure that our processes remain effective and customer-focused.

8. Contact Us If you have any concerns or questions about this policy, please contact us at:

  • Email: contact@enerus.co.uk
  • Phone: 01740 669 585
  • Postal Address: Enerus Limited, NETPark Plexus, Sedgefield, TS21 3FD

Scroll to Top