This page is a structural draft for solicitor review. It is not final legal advice and must be replaced before launch.
About this page
Version: 0.1 (draft). Last updated: [DATE].
This page explains how to complain to EV Tariffs Compared ([COMPANY NAME]), what happens next, and where else you can take a complaint. You can contact us by email at hello@evtariffscompared.com.
What you can complain about
- information on the site, such as a tariff, charger or grant detail that you think is wrong or misleading;
- how we handled your quote request or your details, including how the request was offered to installers;
- an installer listed in the directory;
- a review, or how we handled a report about a review;
- the accessibility of the site.
How to complain
Email hello@evtariffscompared.com. Please give the page address or request reference, a short description of what went wrong, and what you would like us to do. Please do not include more sensitive information than we need. Your email works as a complaint form.
What happens next
We will acknowledge your complaint, look into it without unnecessary delay, keep you informed of progress and tell you the outcome. If we do not agree with your complaint, we will explain why.
Complaints about an installer
Any contract for a quote, survey, installation or aftercare is between you and the installer. Please raise complaints about an installer's work with the installer first. Tell us too, because it helps us check installers. We cannot decide disputes between you and an installer.
If we think a complaint about an installer listed on the site is justified, we may ask for the installer's response and, under the Installer Agreement, warn the installer, remove its profile or end its agreement.
Complaints about your personal information
Please tell us first at hello@evtariffscompared.com, and see our Privacy Policy. You also have the right to complain to the Information Commissioner's Office (ICO) at https://ico.org.uk/make-a-complaint/. You can do so at any time, but the ICO usually expects you to raise the issue with us first.
Installers: credit-back
Credit-back requests are decided within 48 working hours of being submitted, not counting weekends and bank holidays. That timescale applies to credit-back requests only and not to other complaints. If we reject a request, you can ask us to review the rejection by emailing hello@evtariffscompared.com within 14 days. See section 8 of the Installer Leads and Credits Terms.
If you are still unhappy
If you are a driver, you can get advice about your rights from Citizens Advice.
Alternative dispute resolution: [ADR PROVIDER OR STATEMENT].
Contact
EV Tariffs Compared
[COMPANY NAME], company number [COMPANY NUMBER]
Registered office: [REGISTERED ADDRESS]
Email: hello@evtariffscompared.com