Complaints Procedure

At Mackie Electrical Services, we're committed to providing top-quality solar panel installations, home energy storage solutions, EV charging systems, and electrical services across Central Scotland. If you're not completely satisfied, we want to hear from you.

How to Make a Complaint

You can submit a complaint about any aspect of our services, workmanship, or customer service through the following channels:

Complaint Handling Process

Information Required

To help us address your complaint efficiently, please provide:

  • Your full name and contact details
  • Details of the service provided (e.g., solar panel installation, EV charging)
  • Nature of the complaint
  • Relevant dates and times
  • Any supporting documentation or evidence

Escalation Process

If you're not satisfied with the initial resolution:

  1. Your complaint will be escalated to a senior manager or head of department.
  2. We'll conduct further investigation and respond within 10 working days.
  3. If the issue remains unresolved, we'll provide information on external dispute resolution options, such as the Renewable Energy Consumer Code (RECC) dispute resolution process.

Our Commitment to Improvement

We view complaints as opportunities to enhance our services:

  • We regularly review complaints to identify trends and areas for improvement.
  • We implement changes to prevent recurring issues.
  • We use feedback to inform our staff training programs.

Data Protection

All complaint information will be handled sensitively and in accordance with UK data protection regulations. For more details, please refer to our Privacy Policy.

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