Should you be unsatisfied with any aspect of the work done on your property, or the manner to which it was done, you are entitled to make a complaint. We would ask that you firstly make your complaint to us, Hero Renewables Ltd. We will make every effort to resolve your complaint to your satisfaction. However, should you not be satisfied with our response and you feel it necessary, you can take your complaint to our Consumer Code Body – The Glass and Glazing Federation (GGF).

Before you make your complaint

Most issues can be resolved by our customer service teams. Please ensure that before your complaint is submitted, you have been in contact with our customer service teams about your issue and that your issue has been logged (you will have received a customer service ticket ID), especially if you have been dealing with an individual member of staff directly. You can find the contact email addresses for our Installations Team and our Support Team on our Contact Us page. Should you still not be satisfied following contact with our customer service teams, you may proceed to make your complaint using the process below.

How to make your complaint

Your complaint should be made in writing, and sent to us either via email, or by post, to the addresses below, it should be dated, and written clearly, summarising: –

  • What we did to cause the complaint. The date it was done and if possible, the name of the operatives.
  • Tell us what you think we did wrong.
  • What the effect was for you.
  • What loss (if any) you have suffered.
  • What you would like us to do to put things right.
  • What contact you have had already with our customer service teams and why their response has been unsatisfactory.

By email to:
complaints@herorenewables.co.uk

By post to:
Complaints
Hero Renewables Ltd
Hero House
Holmes Chapel Road
Middlewich
CW10 0JB

Hero Renewables Ltd will normally respond to your complaint within two working weeks of receipt.

In the unlikely event that you are still not satisfied with our response to your complaint, you can take your complaint to the Glass and Glazing Federation (GGF) who are our Consumer Code Body. They offer a free conciliation scheme for the customers of member companies.

Their contact details are:

The Conciliation Manager
Glass and Glazing Federation
40 Rushworth Street
London
SE1 0RB

Email: conciliation@ggf.org.uk