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Sunny ECO

COMPLAINTS HANDLING PROCEDURE

IF YOU NEED TO MAKE A COMPLAINT

The principle assigned to deal with complaints is:

Andrew Turner
345 Upper Richmond Road West
East Sheen
Richmond
SW14 8QN.

Tel: 020 8126 1111.
Email: info@sunnyeco.uk
Website: www.sunnyeco.uk
Company registration No: 12285185

Complaints Policy
Sunny Eco Ltd is committed to every customer and we believe that everyone has the right to a fair, swift and courteous service always.
Once we are in receipt of a complaint and we will deal with it promptly, effectively and in a positive manner.


Our Complaints Procedure step by step:
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways

  1. In person – Sunny Eco
    345 Upper Richmond Road West
    East Sheen
    Richmond
    SW14 8QN
    We are open Monday to Friday from 9.00 am – 5.00pm.
  2. In writing – Write to us and address your letter to The Customer Complaint Manager.
  3. By telephone – call us on 020 8126 1111 during our office hours and ask for the Customer
    Services Department.
  4. By email – info@sunnyeco.uk
  1. We will acknowledge the complaint promptly within 5 working days of receipt.
  2. We will investigate the complaint and endeavour to send a final response within 4 weeks of receipt of the complaint. If we are unable to provide a final response within this time we will send an update.
  3. We will endeavour to send a final response within 8 weeks of receipt of the complaint. If we are unable to provide a final response within this time frame, we will write explaining why and advise when a final response can be expected.
  4. If more than 8 weeks from the date of the complaint has past and a final response hasn’t been issued, or the customer is dissatisfied with the final response (or at any stage of the process) the customer can write to:
    Financial Ombudsman Service (FOS)
    Exchange Tower
    London
    E14 9SR
    The complaint must be reported to the Financial Ombudsman within 6 months of the date on the
    final response.
    Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for
    those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)
    Email: complaint.info@financial-ombudsman.org.uk
    Further information can be obtained from the Financial Ombudsman Service’s website at
    www.financial-ombudsman.org.uk
    Sincerely,
    Andrew Turner
    Andrew.turner@sunnyeco.uk