Complaints & Cancellation Rights
How to raise a concern with us, and your legal right to change your mind.
How to raise a concern with us, and your legal right to change your mind.
We aim to get every installation right the first time. If something isn't right, please contact us as soon as possible so we can put it right:
Please include your name, address, job reference (if known), and a description of the issue.
If we're unable to resolve your complaint directly, you may be able to refer it to the scheme your installation was certified under (for example, HETAS for solid fuel and biomass work), or get free advice from Citizens Advice. We'll confirm the applicable route for your specific installation on request.
If you enter into a contract with us away from our business premises (for example, in your home) or entirely at a distance (for example, by phone or online), UK law gives you a 14-day cooling-off period in which you can cancel for any reason, without penalty. For most contracts it starts the day after you agree to the contract. Where the contract is mainly for equipment we supply to you, it ends 14 days after that equipment is delivered.
To cancel, tell us clearly in writing (email is fine) that you wish to cancel, including your name, address and order details. You don't need to give a reason.
If you ask us to begin work during the 14-day period, you may be required to pay for the work and materials already provided up to the point you cancel.
If you cancel within the cooling-off period, we'll refund any deposit or payments within 14 days of you telling us, less a fair amount for any work you asked us to start during that period. Refund terms for cancellations after the cooling-off period are set out in your individual contract.
Questions about a complaint or your cancellation rights: info@woodburnrenewablesltd.co.uk or 01539 897 115.