Complaints Policy
At RJ Hill Electrical, we pride ourselves on the way we do business and strive to provide the highest quality electrical services. However, we recognise that occasionally things may not go as planned, and we are committed to resolving any concerns promptly and fairly.
Registered Address: 4 Market Rasen Way, Holbeach, Lincolnshire, PE12 7QX
VAT Registration Number: GB 482923466
NICEIC Approved Contractor Registration Number: 500804
MCS Approved Contractor Registration Number: NIC200158
TrustMark Licence Number (TMLN): 4113653 (Scheme Provider: NICEIC)
HIES Membership Number: RJH/A/1789 — View Certificate (PDF)
Our Commitment
We treat our customers with respect and aim always to be polite, punctual and respectful. We listen to our customers and explain what we will be doing and why, so there aren't any surprises for you. If you have a complaint, we will handle it with the same level of professionalism.
How to Make a Complaint
If you wish to make a complaint, please contact us using any of the following methods:
- Phone: 01406 259324 (Office Hours: Monday – Friday, 8am – 4:30pm)
- Email: info@rjhillelectrical.co.uk
- Post: 4 Market Rasen Way, Holbeach, Lincolnshire, PE12 7QX
What Information to Include
To help us resolve your complaint quickly, please provide:
- Your name and contact details
- Details of the work carried out (date, location, nature of work)
- A clear description of the problem or concern
- Any relevant documentation (invoices, quotations, etc.)
- What outcome you would like to achieve
Our Complaints Process
Step 1: Acknowledgment
We will acknowledge receipt of your complaint within 2 working days.
Step 2: Investigation
We will investigate your complaint thoroughly, which may involve speaking with the team members involved and reviewing relevant documentation.
Step 3: Response
We aim to provide a full response within 10 working days. If we need more time, we will contact you to explain why and provide a revised timeframe.
Step 4: Resolution
We will work with you to find a fair and reasonable resolution to your complaint, which may include remedial work, refunds, or other appropriate action.
If You're Not Satisfied
If you are not satisfied with our response, you may escalate your complaint to:
Please escalate in the following order:
1. MCS (as we are MCS-certified to design and install Solar PV and battery storage under the revised MCS 2.0 scheme)
MCS Approved Contractor Registration No. NIC200158.
For consumer guidance, the MCS Consumer Protection framework and how to raise a complaint, visit:
Website: mcscertified.com/consumers
2. NICEIC (as we are an approved contractor)
Warwick House, Houghton Hall Park
Houghton Regis, Dunstable, Bedfordshire, LU5 5ZX
Phone: 0333 015 6626
Website: www.niceic.com
3. HIES Consumer Code (for Solar PV and battery storage installations)
We are an accredited member of the Home Insulation & Energy Systems Quality Assured Contractors Scheme (Membership No. RJH/A/1789) and abide by the decisions of The Ombudsman.
Website: www.hiesscheme.org.uk
Learning from Complaints
We view complaints as an opportunity to improve our services. We regularly review complaints to identify any patterns or areas where we can enhance our processes, training, or service delivery.
Data Protection
Any personal information provided in connection with a complaint will be handled in accordance with our Privacy Policy and applicable data protection laws.