Complaints Procedure

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At Pino Renewables, we are committed to delivering a high standard of service to all our customers.

If something goes wrong, we want to know about it so we can put it right as quickly as possible.

How to Make a Complaint

If you are not satisfied with any part of our service, please contact us using the details below:

Email: info@pinorenewables.co.uk
Phone: 07957 151519
Address: 287 Talbot Road, Stretford, Manchester M32 0YA

Please include:

  • Your name and address

  • Details of your complaint

  • Any relevant documents or photos

Stage 1 – Initial Response

  • We will acknowledge your complaint within 5 working days

  • We will investigate your complaint thoroughly

  • We aim to provide a full response within 10 working days

Stage 2 – Further Review

If you are not satisfied with our initial response:

  • You can request a further review of your complaint

  • A senior member of our team will reassess your case

  • We will respond within 10 working days

Stage 3 – Independent Resolution

If your complaint is still not resolved:

  • You may be able to refer your complaint to the Renewable Energy Consumer Code (RECC) or the relevant certification body

  • They can provide independent dispute resolution services

We will provide details of how to do this if needed.

Our Commitment

We will:

  • Treat your complaint seriously and fairly

  • Keep you informed throughout the process

  • Work to resolve issues as quickly as possible

Alternative Contact

If you require this procedure in another format (for example large print), please contact us and we will be happy to assist.

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