Complaints procedure

Our commitment

LCT Fulfilment Services Ltd coordinates surveys, installers, compliance, certification, warranties and payments on behalf of our business clients. We want every engagement to run smoothly, but we know that things occasionally fall short. When they do, we want to hear about it. We take every complaint seriously, treat it fairly and use what we learn to put things right and to improve how we work.

This procedure explains how to raise a complaint with us, what to expect once you have, and what to do if you remain unhappy with our response. It applies to complaints from the businesses and organisations we work with.

How to raise a complaint

If something has gone wrong, please tell us as soon as you can so we can look into it while the details are fresh. You can reach us in any of the following ways:

• By email: hello@lowcarbon.services, please put “Complaint” in the subject line.
• By phone: 020 4538 9356, during normal working hours.
• By post: write to us at our registered office, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, marking your letter for the attention of the Complaints team.

What to include

To help us understand and investigate your complaint quickly, please give us as much of the following as you can:

• your name, organisation and the best way to contact you;
• any reference for the engagement or installation your complaint relates to, if you have one;
• a clear description of what happened, including relevant dates, locations and the people involved;
• copies of any documents, photographs or correspondence that help explain the issue; and
• the outcome you would like, what you think we should do to put things right.

What happens next

We will acknowledge your complaint in writing within 5 working days of receiving it, confirming who is dealing with it and how to reach them. We will then investigate the issues you have raised, gathering information from our team and, where relevant, from the installers and partners involved.

We aim to send you a full written response within 20 working days of our acknowledgement. If a complaint is particularly complex and we need longer, we will tell you why and give you a revised timescale, and we will keep you updated on progress in the meantime. Our response will explain what we found, what we have decided and what steps we will take to put matters right.

If you remain unhappy

We hope our response resolves your complaint. If you are not satisfied, please let us know within a reasonable period and tell us why. A senior member of our team who has not previously been involved will review the matter afresh and respond to you. This gives us a further opportunity to understand your concerns and to put things right.

Complaints during an active engagement

Where your complaint relates to a live fulfilment engagement, the service agreement between us may set out additional or specific routes for raising and escalating issues, including agreed contacts, timescales or governance arrangements. Those terms apply alongside this procedure. If the two differ, the service agreement takes precedence for matters it covers.

Confidentiality

We handle the information you give us when making a complaint in line with our privacy policy. We will only share it with the people who need it to investigate and resolve your complaint, such as the relevant installers or partners, and we will keep a record so we can learn from it. If you have a question about how we use your information, please contact us at privacy@lowcarbon.services.