Complaints Procedure

1. Purpose

1.1. This comprehensive policy outlines the procedures and guidelines for ensuring compliance with MCS standards, covering areas such as health, safety,
and environment (HSE), subcontractor management, complaints handling, training, and more. It is designed to provide clear, actionable guidelines to all
employees, subcontractors, and stakeholders involved the operation of Effective Energy Solutions Ltd

2. Enquiry Handling

2.1. Purpose – to ensure all customer enquiries are handled professionally, efficiently, and effectively.
2.2. Scope – this policy applies to all staff members who interact with customers, including sales, customer service, and technical support.
2.3. Approach – all enquiries will be acknowledged promptly with a target of 24 hours for most, employees will provide accurate and comprehensive
information to customers. Enquiries will be logged in the company’s enquiry management system and follow-up actions will be documented and tracked
to ensure timely resolution.
2.4. Procedure – the following procedure will be used as a basis for operations unless stated otherwise elsewhere:
2.4.1. Receive enquiries via phone, email, or the company’s website
2.4.2. Log enquiries including customer details, nature of the enquiry, and any promised actions
2.4.3. Responding to enquiries: staff will respond with accurate information within agreed timeframes
2.4.4. If an enquiry cannot be resolved at the initial point of contact, it will be escalated to the appropriate manager or technical expert
2.4.5. Closure once resolved, the enquiry will be marked as closed in the system

3. Complaints Handling Policy

3.1. Purpose – to address and resolve customer complaints efficiently, ensuring continuous improvement in service delivery.
3.2. Scope – this policy applies to all complaints received regarding the company’s products, services, or installations in line with HIES complaints resolution
policy. It covers all staff involved in handling complaints, including customer service, technical support, and management.
3.3. Note – as required by HIES, domestic customers will be informed of the complaints procedure, complying with the corresponding section of Renewable
Energy Consumer Code. In the event a customer has raised a complaint, all reasonable steps will be taken to resolve the complaint speedily and
effectively and if a customer complaint has not be resolved directly the code administrator’s assistance is required to resolve the complaint using the
process set out the consumer code.
3.4. Approach – complaints will be acknowledged within 48 hours. A thorough investigation will be conducted for each complaint, aiming to resolve
complaints within 10 working days. All complaints and their resolutions will be logged and analysed to prevent recurrence and ensure continual
improvement.
3.5. Procedure – the following procedure will be used as a basis for operations unless stated otherwise elsewhere:
3.5.1. Receiving Complaints: Complaints can be received via phone, email, in writing, or through the company’s website. Staff should handle all
complaints calmly and professionally, ensuring that the complainant feels heard and understood.
3.5.2. Logging Complaints: Details of the complaint, including customer information, nature of the complaint, and date received, will be logged in the
complaints management system. This log should include all correspondence and actions taken.

3.5.3. Acknowledging Complaints: An acknowledgment will be sent to the customer within 48 hours, informing them of the complaint handling process
and including a timeline for the investigation and resolution.
3.5.4. Investigating Complaints: The relevant manager will investigate the complaint, gather evidence, and determine the root cause. Investigations
should be thorough and impartial.
3.5.5. Resolving Complaints: A proposed resolution will be communicated to the customer within 10 days (if urgent this will be reduced to 5 days). Once
agreed, actions will be taken to resolve the issue. Resolutions should be fair and aim to restore the customer’s trust in the company’s services.
3.5.6. Closure and Follow-up: Once resolved, the complaint will be marked as closed in the system. Follow-up will be conducted to ensure the customer
is satisfied with the resolution. Any lessons learned or procedural changes identified during the complaint resolution process should be
documented and implemented.
3.5.7. Escalation: If a complaint cannot be resolved within 10 working days, it will be escalated to senior management. Customers should be informed
of the escalation process and any extended timelines. If a customer escalates a complaint to the code administrator who will carry out
acknowledgement and mediation. If this is still unresolved, the consumer can request referral to the Renewable Adjudication Service. In this case,
the customer must complete the adjudication application and pay relevant fees. The adjudicator will review and issue a decision which will be
binding if accepted by the consumer.

4. Health, Safety, and Environment (HSE) Policy

4.1. Purpose – to ensure a safe, healthy, and sustainable working environment for all employees, contractors, and visitors.
4.2. Scope – this policy applies to all company activities and locations.
4.3. Approach – compliance with all relevant health and safety regulations, regular risk assessments, implementation of safety measures, and provision of
safety training for all employees.
4.4. Procedure – the following procedure will be used as a basis for operations unless stated otherwise elsewhere:
4.4.1. Risk Assessment: Conduct regular risk assessments to identify potential hazards.
4.4.2. Safety Measures: Implement necessary safety measures to mitigate identified risks.
4.4.3. Training: Provide regular health and safety training for all employees.
4.4.4. Monitoring: Regularly monitor and review health and safety practices to ensure compliance and effectiveness.

5. Subcontractor Management Policy

5.1. Purpose – to ensure that subcontractors comply with company standards and regulatory requirements.
5.2. Scope – this policy applies to all subcontractors engaged by the company.
5.3. Approach – subcontractors must meet the company’s competence and quality standards. Their performance will be regularly reviewed, and formal
contracts will outline responsibilities and expectations.
5.4. Procedure – the following procedure will be used as a basis for operations unless stated otherwise elsewhere:
5.4.1. Selection: Subcontractors will be selected based on their competence, experience, and quality of work.
5.4.2. Contracts: Formal contracts will be established with each subcontractor detailing their responsibilities and performance expectations.
5.4.3. Monitoring: Regular performance reviews and audits of subcontractors will be conducted.

5.4.4. Feedback: Provide feedback to subcontractors on their performance and work with them to address any issues.

6. Training and Competence Policy

6.1. Purpose – to ensure all employees and subcontractors are adequately trained and competent in their roles.
6.2. Scope – this policy applies to all employees and subcontractors involved in company operations.
6.3. Approach – regular training programs, competence assessments, and ongoing professional development opportunities.
6.4. Procedure – the following procedure will be used as a basis for operations unless stated otherwise elsewhere:
6.4.1. Training Needs Assessment: Identify training needs based on job roles and performance reviews.
6.4.2. Training Programs: Develop and deliver training programs tailored to specific needs.
6.4.3. Competence Assessment: Regular assessments to ensure competence.
6.4.4. Record Keeping: Maintain records of training and competence assessments.

7. Continual Improvement Policy

7.1. Purpose – to ensure the company continuously improves its processes and services based on feedback and performance data.
7.2. Scope – this policy applies to all company operations and interactions with customers.
7.3. Approach – regular monitoring and review of performance indicators, collection and analysis of customer feedback, and implementation of corrective
and preventive actions.
7.4. Procedure – the following procedure will be used as a basis for operations unless stated otherwise elsewhere:
7.4.1. Performance Monitoring: Regularly review key performance indicators (KPIs).
7.4.2. Feedback Collection: Seek feedback through surveys, follow-up calls, and feedback forms.
7.4.3. Analysis and Action: Analyse feedback to identify areas for improvement and implement corrective actions.
7.4.4. Training: Ensure ongoing training to improve skills and knowledge.

8. Purchasing Goods

8.1. Purpose – To ensure all goods, materials, equipment, and services are procured to meet the company’s quality, cost, and sustainability standards while
adhering to delivery schedules.
8.2. Scope – This policy applies to all purchasing activities conducted by Effective Energy Solutions Ltd, including the selection and evaluation of suppliers
and vendors.
8.3. Approach – The company is committed to sourcing from approved suppliers who align with its quality standards and ethical and sustainable practices.
Purchasing decisions will prioritise cost-effectiveness, reliability, and environmental responsibility.
8.4. Procedure – The following procedure will be used as a basis for operations unless stated otherwise elsewhere:
8.4.1. Approved Supplier List: Maintain an up-to-date list of approved suppliers based on their ability to meet quality, delivery, and cost requirements.
8.4.2. Supplier Evaluation: Conduct regular evaluations of suppliers to ensure compliance with company standards, including site visits, performance
reviews, and audits.
8.4.3. Purchase Orders: Issue clear and comprehensive purchase orders, detailing specifications, delivery requirements, and payment terms.

8.4.4. Sustainability: Prioritise goods and materials from suppliers that demonstrate sustainable sourcing and environmental responsibility.
8.4.5. Quality Checks: Inspect goods upon delivery to confirm compliance with specifications before accepting them. Any discrepancies or defects will
be promptly addressed with the supplier.
8.4.6. Record Keeping: Maintain detailed records of purchasing activities, including contracts, purchase orders, and supplier communications.

9. Material Handling

9.1. Purpose – To ensure the safe and efficient handling, storage, and management of materials to minimise waste, damage, and delays in operations.
9.2. Scope – This policy applies to all employees and contractors involved in the handling, storage, and movement of materials used in company operations.
9.3. Approach – Materials will be handled and stored in a manner that ensures safety, preserves quality, and supports operational efficiency. Proper handling
equipment and techniques will be employed to mitigate risks and prevent damage.
9.4. Procedure – The following procedure will be used as a basis for operations unless stated otherwise elsewhere:
9.4.1. Receipt of Materials: Inspect all materials upon receipt to verify compliance with specifications and check for damages or defects.
9.4.2. Storage Practices: Store materials in designated areas, following specific storage requirements (e.g., temperature, ventilation, or segregation for
hazardous materials). Use clearly labelled storage locations to facilitate easy retrieval and inventory management.
9.4.3. Handling Equipment: Use appropriate equipment such as forklifts, pallet jacks, or manual handling aids to reduce physical strain and avoid damage.
Employees must be trained in the proper use of such equipment.
9.4.4. Inventory Control: Maintain accurate records of material quantities and locations to minimise waste and optimise stock levels. Conduct periodic
stock checks to reconcile records with actual inventory.
9.4.5. Waste Reduction: Implement practices to minimise material waste, such as optimising cutting plans or repurposing offcuts where possible.
Dispose of any unusable materials in an environmentally responsible manner.
9.4.6. Health and Safety: Ensure that all personnel handling materials are trained in manual handling techniques and are aware of potential hazards
associated with specific materials. Display safety signage in storage areas and provide protective equipment where necessary.
9.4.7. Incident Reporting: Any incidents or damage to materials during handling must be reported and documented. Corrective actions should be taken to prevent recurrence.

10. Documentation Control Policy

10.1. Purpose – To maintain the integrity of company documents and ensure they are up-to-date and accessible.
10.2. Scope – This policy applies to all documentation related to company operations, including customer interactions, technical specifications, and regulatory
compliance.
10.3. Approach – Regular review and update of all documents, changes made only by authorized personnel, and secure storage with easy accessibility.
10.4. Procedure – the following procedure will be used as a basis for operations unless stated otherwise elsewhere:
10.4.1. Document Creation: Follow company standards and management approval for new documents.
10.4.2. Document Review: Annual review or as required.
10.4.3. Version Control: Maintain version numbers and dates of last review.
10.4.4. Storage and Access: Secure electronic storage with controlled access.

11. Conclusion

11.1. This comprehensive policy document serves as a guide for maintaining compliance, improving service quality, and ensuring the health and safety of all
stakeholders involved in our operations. By adhering to these policies, we aim to uphold our commitment to excellence and continuous improvement in
all aspects of our business.

12. Approval

12.1. This Policy document has been reviewed and approved by the designated Quality Manager.
Reviewed by: A Director of Effective Energy Solutions Ltd
Date last accessed: Mon, March 16, 2026
On behalf of: Effective Energy Solutions Ltd

This Company Policy provides a comprehensive and detailed framework to ensure the quality, consistency, and compliance of low carbon technology installations.
It emphasises the importance of thorough planning, skilled personnel, continuous improvement, and strict adherence to relevant standards and regulations. It
serves as a guide and does not replace the requirements of industry standards, policies, or regulations, which must be adhered to at all times.