Complaints Policy

It is the policy of Touch Energy, a trading name of Borthwick Heating Insulation UK Limited, to provide a high-quality service to every customer. To help us achieve this, we welcome feedback on our services and encourage you to let us know if something goes wrong.

We aim to resolve complaints as quickly as possible. Any complaint is treated as an expression of dissatisfaction that requires a response. We listen carefully, take concerns seriously, and use feedback to continuously improve our service.

What is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not. Our policy covers complaints about:

• The standard of service we provide
• The behaviour of our staff or contractors
• Any action or lack of action affecting a customer

Our complaints policy does not cover:

• General comments about company policies
• Disagreements with policy decisions
• Issues already fully investigated under this procedure
• Anonymous complaints

Our Standards for Handling Complaints

We treat all complaints seriously, whether made by phone, email, or in writing.

• Customers will be treated with courtesy and fairness at all times
• Complaints will be handled confidentially
• We aim to resolve complaints promptly and efficiently

Our timescales:

• We will acknowledge your complaint within 7 working days
• We aim to provide a full response within 8 weeks
• If this is not possible, we will explain why and provide a revised timeframe

We do not treat customers unfairly based on personal circumstances, including age, disability, gender, ethnicity, religion, or any other protected characteristic.

Third-Party Representation

You may appoint a third party to act on your behalf. This could include:

• Family members or friends
• Professional advisors
• Solicitors or support organisations
• Elected representatives

Where appropriate consent is provided, we will communicate with your chosen representative and keep them informed.

Confidentiality

All complaints are handled in confidence and in accordance with the Data Protection Act 2018 and UK GDPR.

Vulnerable Customers

We recognise that some customers may be vulnerable or require additional support. We will:

• Provide clear and accessible communication
• Allow complaints to be raised through multiple channels
• Offer additional time and support where needed
• Work with third parties if requested

How to Make a Complaint

You can contact us using the following methods:

• Online: Via our website complaint form (preferred)
• Telephone: 01429 275 575

Complaint Resolution

Within 8 weeks, we will:

• Investigate your complaint thoroughly
• Provide a written response with our decision and reasoning
• Work with any installers or assessors involved
• Notify relevant certification bodies where required
• Inform you if the complaint should be handled by another organisation
• Provide details of escalation options if needed

If you remain dissatisfied, you may refer your complaint to the relevant Ombudsman, and we will assist you where appropriate.

Extending Time Limits

While we aim to resolve complaints within the stated timeframe, complex cases may take longer. If this happens, we will:

• Keep you informed of progress
• Explain the reason for the delay
• Provide a revised timeline

Your Rights

This complaints policy does not affect your statutory rights.