Complaints Policy

1. Our Role

Cucumber Eco Solutions Ltd ("Cucumber Eco", "we", "us") is an introducer service that connects homeowners with qualified installers for energy efficiency improvements and government grant schemes such as ECO4.

2. Scope of Our Responsibility

Cucumber Eco Solutions is responsible for:

• Introducing you to reputable, qualified installers
• Providing general information about available grant schemes
• Acting as a point of contact during the introduction process

Cucumber Eco Solutions is not responsible for:

• The quality, timeliness, or completion of installation work
• Any damage, defects, or issues arising from installation work
• Grant application processing, approval, or rejection
• Warranties, guarantees, or remedial work related to installations
• Any contractual disputes between customers and installers
• Health and safety matters on installation sites

All such matters are the direct responsibility of the installer with whom you have contracted.

3. How to Make a Complaint

If you wish to make a complaint, please contact us using the details below. We will acknowledge your complaint within 5 working days and aim to provide a full response within 20 working days.

Complaints About Cucumber Eco Solutions' Service

If your complaint relates to our introducer service (e.g., communication, information provided, or the introduction process), please submit your complaint to:

Complaints About Installation Work or Grant Applications

If your complaint relates to installation work, workmanship, remedial issues, grant applications, or any matter arising from the contract with your installer, you must direct your complaint to the installer directly. We can provide you with their complaints procedure upon request.

While we may assist in facilitating communication between you and the installer as a courtesy, we cannot accept liability for matters that fall under the installer's contractual obligations.

4. Our Complaints Process

When you submit a complaint to Cucumber Eco Solutions about our service, we will:

1. Acknowledge your complaint within 5 working days
2. Investigate the matter thoroughly
3. Respond with our findings within 20 working days
4. Escalate if needed - if you are not satisfied with our response, you may request escalation to a senior manager

If your complaint cannot be resolved within 20 working days, we will inform you of the reason for the delay and provide an expected resolution timeframe.

5. What We Need From You

To help us handle your complaint efficiently, please provide:

• Your full name and contact details
• Your property address (if relevant)
• Details of the installer you were introduced to
• A clear description of your complaint
• Relevant dates and any supporting documentation
• What outcome you are seeking

6. Limitation of Liability

Cucumber Eco Solutions Ltd's liability is limited to the introducer service we provide. We do not accept liability for:

• Any loss, damage, or injury arising from installation work
• Financial losses related to grant applications or installations
• Consequential losses of any kind
• Actions or omissions of third-party installers

Any claims relating to installation work, workmanship, or grant applications must be directed to the installer as per your contract with them.

7. Alternative Dispute Resolution

If you remain dissatisfied after exhausting our internal complaints process, you may be able to refer your complaint to an alternative dispute resolution scheme or seek independent legal advice. We can provide information on relevant schemes upon request.

8. Contact Us