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Complaints Policy (Vibra Energy Ltd)

Thank you for bringing your concerns to our attention. At Vibra Energy Ltd, we take customer feedback seriously and strive to address complaints in a prompt and efficient manner. Please find below our step-by-step guide outlining our complaints procedure:

  1. Upon receipt of your complaint, a member of our staff will promptly contact you to acknowledge the complaint and fill out our customer complaint form (GDPF-01). This information will also be logged on our Excel Complaints Tracker.
  2. Within 7 working days of receiving your complaint, Vibra Energy Ltd will send you a complaints acknowledgement letter to confirm that your complaint has been received and is being addressed.
  3. Your complaint will be forwarded to the relevant department within our organisation for investigation and resolution.
  4. In cases where the complaint pertains to a breach of relevant requirements by a Green Deal Installer or Green Deal Assessor, Vibra Energy's complaints handling procedure will include the following steps:
    • Obtain all necessary information from the relevant Green Deal Installer or Green Deal Assessor.
    • Notify in writing to the Certification Body on whose membership list the Green Deal Installer or Green Deal Assessor is included.
    • Depending on the nature of the complaint, we will send the appropriate form to the installer or assessor involved (Installer Response to Customer Complaint Form or Assessor Response to Customer Complaint Form). They will be given 3 working days to respond and 7 working days to resolve the issue and provide proof of resolution.
    • Upon receipt of the installer or assessor's response, we will complete the Follow-Up to Customer Complaint Form. We will then contact you to inform you of the actions taken by the installer/assessor to address your complaint.
    • We will inquire if you are satisfied with the resolution. If you are satisfied, we will close the complaint.
    • If you are not satisfied with the resolution of your complaint, please detail your concerns on the form provided. We will then work with the installer/assessor to rectify the issue by following the steps outlined above.
    • Should you remain dissatisfied with the outcome of our internal resolution process, you have the option to contact the Green Deal Ombudsman Service. Please refer to point 11 below for full details.
  5. We appreciate your patience and cooperation as we work to resolve your complaint. If you require any further assistance or clarification, please do not hesitate to contact us.