Complaints Process

Feedback and Enquiries

We appreciate any feedback and are always looking to improve our services. If you would like to submit feedback relating to Action Surrey, or for any enquires not covered by our grant-related FAQs, please email us at: [email protected].

Complaints against an installer

If your complaint is about an installer, the standard of work or customer service of a contractor, please ensure your complaint is directed towards the installation company. The contract of works always takes place between the Customer and the Installer.

If the Installer does not respond adequately or within a sufficient time frame, please complete the complaints form here and return to Action Surrey at [email protected]. We will need to understand the nature of the complaint, so please including as much information as possible, along with any existing correspondence between yourself and the installer

At Action Surrey’s discretion, an independent surveyor may be utilised to conduct a survey of the works. A report will be conducted, the findings of which are final and binding, and will be communicated to all parties. If the report concludes that corrective works are required to complete the installation to standard, the installer will be notified and given a 30 day compliance period. If the works are found to be completed to the required standard, Action Surrey will arrange payment to the installer.

Action Surrey works in partnership with Trading Standards and other trade associations in evaluating performance and customer service of its contractors.

Complaints against Action Surrey

If you would like to file a complaint about the services of Action Surrey, please complete the complaints form here and return to Action Surrey at [email protected].

We will acknowledge your complaint within 5 working days and hope to be able to resolve it with 2 weeks. However, if the complaint is more complex and requires investigation (this can be especially relevant should other third parties be involved such as an installer), we will aim to resolve the complaint within 28 days.

Appeals Process

If your complaint has not been resolved satisfactorily or has exceeded our 28 day target, you can request a review of your complaint by our Head of Energy & Environment. You must put your request for an internal review in writing to:

Head of Energy & Environment of Thameswey Sustainable Communities Ltd, Energy Centre, 9 Poole Road, Woking, GU21 6DY.

Appeals against complaint decisions are managed by ThamesWey Sustainable Communities Ltd, which is governed by the ThamesWey Sustainable Communities Board. If a decision was made that you wish to appeal against, the case will be taken to the Chief Operating Officer for a final decision.