Customer Feedback, Complaints, and Alternative Dispute Resolution
How to Submit Feedback or a Complaint
You can submit feedback or a complaint through any of the following channels:
- Email: Send your complaint to info@photonpm.com. Please include your full name, contact information, order/reference number, and a detailed description of your issue.
- Phone: Call our Customer Service team on 08000 485 150 (Lines open 09:00 – 17:00, Monday – Friday).
- Post: Write to us at:
Photon Project Management
Unit 19 – 20
Mardon Park
SA12 7AX
What Information to Include
To help us address your complaint promptly, please provide the following information:
- Full name and contact details (email and phone number).
- Order or service reference number (if applicable).
- A detailed description of the issue, including dates, times, and people involved.
- Any supporting documents, such as receipts, images, or prior correspondence.
Acknowledgement
We will acknowledge your complaint within two business days of receiving it. You will receive an acknowledgment via email or phone, confirming that we have received your complaint and are investigating the issue.
Complaint Handling Process
Once we receive your complaint, our team will follow these steps:
- Investigation: We will investigate by reviewing your account or order details, contacting relevant staff, and analyzing any supporting evidence.
- Resolution: We aim to resolve complaints within 10 business days. If more time is needed, we will keep you informed.
- Response: After completing the investigation, we will provide a detailed response outlining the outcome and any corrective actions.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you can request an escalation. A senior member of our management team will review your case and reconsider the issue.
If you remain dissatisfied after the escalation, you may opt for Alternative Dispute Resolution (ADR) as the final step in resolving the issue.
Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint through our internal process, we offer ADR as an independent, impartial method of resolving disputes. This allows you to seek an objective resolution without the need for court proceedings.
ADR Process
We partner with the following ADR authority: HIES.
You will be asked to provide a detailed account of your complaint and any supporting documentation. HIES will review your case impartially.
For more details, visit their website: HIES Website or complete the complaint form here: HIES Installer Complaint Form.
Click here to download our Customer Feedback, Complaints, and ADR Procedure.