Complaints Policy

Our Commitment

Full Power Installations Ltd is committed to delivering high standards of workmanship, customer service, and regulatory compliance.

We aim to resolve any concerns promptly, fairly, and transparently.

Where installations fall within the scope of the Microgeneration Certification Scheme (MCS) and the Renewable Energy Consumer Code (RECC), we operate in accordance with the principles of those schemes.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, installation, or communication, you may submit a complaint in writing to:

Full Power Installations Ltd
1–6 Pocketts Wharf
Maritime Quarter
Swansea
SA1 3XL

 

Email: info@gofullpower.co.uk

Please provide:

• Your full name and contact details
• Installation address (if different)
• A clear description of the issue
• Relevant supporting documentation or photographs

Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

Investigation

• We will investigate your complaint objectively and fairly.
• We aim to provide a written response within 10–14 working days of acknowledgement.
• If additional time is required due to complexity or the need for site inspection, we will inform you and provide an updated timeframe.

Site Inspection & Access

• Where necessary, we may arrange a site visit to assess the issue.
• You agree to provide reasonable access to enable inspection and, where appropriate, remedial works.
• Failure to provide access may delay resolution.

Resolution

Following the investigation, we will provide a written outcome which may include:

• Explanation of findings
• Proposed remedial works (if applicable)
• Timescales for any agreed corrective action

Where remedial works are agreed, these will be carried out within a reasonable timeframe.

Alternative Dispute Resolution (ADR)

In accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we confirm that, where applicable, disputes may be referred to an approved ADR provider.

Details of any applicable ADR body will be provided upon request or in accordance with scheme requirements.

Nothing in this procedure affects your statutory rights.

Continuous Improvement

We record and review complaints to improve our services, systems, and customer experience.