Kensa Heat Pumps Shoebox Heat Pump, Руководство пользователя

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Shoebox Heat Pump Operational Manual Version 2.1
Page 15 of 20
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6. Complaint Procedure
The expertise of members and the assurance provided by the Renewable Energy Consumer Code make
sure that micro renewable technology supplied and installed under the scheme are free from manufactur-
ing or installation faults. Occasionally, however, problems can develop.
If you want to complain about the quality of the equipment, the installation, the advice given, the
standard of service or any other aspect of the contract between Kensa and yourself, the following
procedure should be used.
Any complaint should be notified to Kensa Heat Pumps within three months of first noticing the problem.
a.
If the complaint cannot be rectified remotely, Kensa or a representative on its behalf will arrange to
inspect the system, within 20 working days from receiving the complaint.
b. If the complaint is about under-performance, you should make evidence available to Kensa.
c. Kensa will consider the details of the complaint and report the findings clearly to the consumer
within seven working days from any inspection.
d. Kensa will try to find an agreed course of action to solve the complaint to the consumer’s
satisfaction.
e. Kensa will co-operate fully with local consumer advisers or any other person that you consult when
making a complaint.
f. If a complaint cannot be sorted out through the above procedure, you or Kensa can use the
conciliation service offered by the Renewable Energy Consumer Code. (Please see
www.recc.org.uk )