Customer Complaints Procedure
At Carbon Central Ltd, we are committed to delivering exceptional customer service. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly.
How to Raise a Complaint: If you have any queries, suggestions, or complaints, please follow these steps:
- Contact Our Team First
If you have concerns about our service, please speak to a staff member. They will attempt to address the issue directly or connect you with someone who can assist. You can reach us at complaints@www.carboncentral.co.uk. - Formal Complaint Submission
If you choose to submit a complaint via email or post, we will acknowledge receipt within 10 working days. We aim to provide a full response within 21 working days. We will keep you updated on our progress if we require more time. - Site Visit and Resolution
If necessary, we will arrange a visit to your home or the location where the installation occurred to assess and address the issue. This will be scheduled within 28 days of acknowledging your complaint. Within five days of the visit, we will follow up via email to confirm completion or discuss any additional required work. - Escalation Process
We strive to resolve all complaints satisfactorily at the first opportunity. However, if you remain dissatisfied after following our internal complaints procedure, you may escalate your concern to an independent review body.
External Complaint Resolution If your complaint remains unresolved, you can refer it to the Competent Person Scheme for an independent investigation.
Closure of Complaints A complaint will be considered closed if you confirm that the issue has been resolved, accept our findings or do not respond within six weeks of receiving our communications.
Carbon Central Ltd Trading Address:
100 Thornes Lane, Wakefield, WF2 7QX