Complaints & Feedback

At Celtic Green Energy Ltd, we are committed to delivering exceptional customer service and maintaining the highest standards in every installation. Your feedback — whether positive or critical — helps us improve and ensures we remain accountable.

We take all concerns seriously and aim to resolve issues fairly and promptly.

How to Provide Feedback

We welcome feedback on your experience with our team. Whether it’s praise or suggestions for improvement, please get in touch:

📧 Email: info@celticgreenenergy.co.uk
📞 Phone: 01269 500388
📍 Post: Celtic Green Energy Ltd, Unit 13 Church Road Industrial Estate,
Gorslas, Llanelli, Carmarthenshire, SA14 7NN

Making a Complaint

If you’re unhappy with any aspect of our service, here’s how we’ll handle your complaint:

Step 1: Contact Us Directly

Please email or call us with a clear summary of your concern. Include any relevant details such as:

Installation address
Date of service
Nature of the issue

We aim to acknowledge your complaint within 2 working days and provide a full response within 10 working days.

Step 2: Investigation

Your complaint will be reviewed by a senior member of our team. If necessary, we may arrange a site visit or request further information to resolve the matter.

Step 3: Resolution

We’ll explain the outcome clearly and outline any agreed actions to resolve the issue. Our goal is to reach a fair resolution that leaves you confident in our service.

If You’re Still Not Satisfied

If we cannot resolve your complaint internally, you have the right to refer it to our Alternative Dispute Resolution (ADR) provider, in line with our TrustMark and RECC commitments.

Our ADR provider:

Dispute Resolution Ombudsman
Website: https://www.recc.org.uk/consumers/how-to-complain
Phone: 0207 981 0850

This service is free, impartial, and independent. You can contact them once we’ve issued a final response, or if your complaint has not been resolved within 8 weeks.

Consumer Protection

Celtic Green Energy Ltd is:

A registered TrustMark business
A member of the Renewable Energy Consumer Code (RECC)
Committed to fair trading, honest communication, and quality workmanship