SOR ENERGY

SOR Energy Ltd – Complaints Procedure

Company: SOR Energy Ltd
Address: Regus Cannock
Email: info@sorenergy.co.uk
Website: www.sorenergy.co.uk
Issued: 01/10/2025
Reviewed: Annually

1. Introduction

SOR Energy Ltd is committed to delivering high-quality electrical installation and inspection services.
We take all customer complaints seriously and aim to resolve them promptly, professionally, and fairly.

This complaints procedure ensures that complaints are:

Handled consistently

Investigated thoroughly

Treated with respect

Resolved fairly

Recorded for continuous improvement

2. How to Make a Complaint

Customers may submit complaints using any of the following:

Email:
info@sorenergy.co.uk

Website Contact Form:
www.sorenergy.co.uk/contact-us

In Writing:
SOR Energy Ltd
Regus Cannock

Please include:

Name

Site address

Contact details

Description of the issue

Any relevant photos or documents

3. Acknowledging the Complaint

We will:

Acknowledge the complaint within 5 working days

Request further details if necessary

4. Investigation Procedure

We will investigate the complaint by:

Reviewing job records, certificates, and communications

Contacting the customer for clarification

Visiting the site if necessary

Inspecting or retesting electrical work

Assessing compliance with BS 7671 and safety standards

5. Response & Remedial Actions

After investigation, we will provide:

A written summary of findings

Confirmation of whether the complaint is upheld

Details of any required remedial work

A timescale for completion

If remedial work is due to our workmanship, it will be:

Completed promptly

Completed professionally

Provided at no extra cost

6. Escalation

If the customer remains unsatisfied after our response, they may seek:

Independent consumer advice

Legal support

External dispute resolution services

SOR Energy Ltd will cooperate fully with any independent review.

7. Record Keeping

We will securely maintain:

Complaint details

All communication

Investigation notes

Evidence

Actions taken

Closure notes

Records will be stored for at least 6 years.

8. Review

This procedure will be reviewed annually, or sooner if required due to:

Legal changes

Industry standards

Customer feedback

Internal policy updates