ECO4 Gurus Ltd T/A Net Zero Gurus Complaints Process
At Net Zero Gurus, we are committed to delivering high-quality, compliant, and ethical services. We value feedback and take all complaints seriously, viewing them as opportunities to improve our service and uphold our professional standards.
Our Contact Details
Postal: ECO4 Gurus Ltd T/A Net Zero Gurus, Cavendish House, 3 Brighton Road, Liverpool L22 5NG, UK
Email: hello@netzerogurus.co.uk
Telephone: 0151 374 0044
Our Commitment to Fairness
We ensure that all complaints are:
- Handled impartially and confidentially
- Investigated thoroughly and objectively
- Resolved in a timely and transparent manner
- Used to improve our processes and training
We aim to treat every client with respect and fairness, regardless of the nature of the complaint.
Stage 1: Informal Resolution
We encourage clients to raise concerns informally in the first instance. You can contact us via:
- Telephone
- In person
Our team will listen carefully, seek to understand the issue, and aim to resolve it promptly. If you are not satisfied with the outcome, we ask that you submit your complaint in writing so it can be formally reviewed.
Stage 2: Formal Complaint
Once a written complaint is received:
- We will acknowledge receipt within 7 calendar days.
- A designated member of our management team will conduct a full investigation.
- We will aim to provide a written resolution within 21 calendar days.
You will be kept informed throughout the process, and we will ensure that your concerns are addressed fairly and respectfully.
Stage 3: Escalation to Accreditation Scheme
If you remain dissatisfied with our response, you may escalate your complaint to our accreditation body.
We are certified with several accreditation schemes. Please contact us if you would like to escalate your complaint to one of our accreditation schemes and we shall provide you with the required correspondence and contact details and a copy of their complaints procedure.
Client Confidence and Transparency
We want our clients to feel confident in our services. To support this:
- We maintain a record of all complaints and use them to improve our training and service delivery.
- We regularly review our complaints process to ensure it remains fair, accessible, and effective.
- We welcome feedback and encourage open communication at all stages of the retrofit journey.
If you have any questions about this process or need assistance submitting a complaint, please contact us directly. We are here to help.
For more information, advice please contact us by the following methods:
Postal: ECO4 Gurus Ltd T/A Net Zero Gurus, Cavendish House, 3 Brighton Road, Liverpool L22 5NG, UK
Email: hello@netzerogurus.co.uk
Telephone: 0151 374 0044