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
- 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. - In writing – Write to us and address your letter to The Customer Complaint Manager.
- By telephone – call us on 020 8126 1111 during our office hours and ask for the Customer
Services Department. - By email – info@sunnyeco.uk
- We will acknowledge the complaint promptly within 5 working days of receipt.
- 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.
- 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.
- 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