Complaints

At AS Claims, we are committed to providing high-quality solar installation and exceptional customer service. However, if something goes wrong or you are dissatisfied with our service, we want to know about it so we can put it right.

This policy outlines how you can make a complaint and how we will handle it.

1. How to Raise a Complaint

If you have a complaint regarding an installation, a quote, or our service, please get in touch with us as soon as possible. You can log your complaint through the following channels:

  • By Email: Please email us via our support email address (support@asclaims.co.uk) with the subject line “Formal Complaint”.
  • Via Website: You can submit your details through our official contact form at https://asclaims.co.uk.

What information to provide: To help us resolve your issue quickly, please include:

  • Your full name, installation address, and contact details.
  • A clear description of the issue.
  • Any relevant dates, photographs, or reference numbers.
  • What you would ideally like us to do to resolve the matter.

2. Our Investigation Process

Once we receive your complaint, we will follow a structured process to ensure it is handled fairly and efficiently:

  1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
  2. Investigation: We will thoroughly review your project files, speak with any technicians or representatives involved, and assess the details of your issue.
  3. Response: We aim to provide a full, formal written response outlining our findings and proposed resolution within 14 working days of receiving your complaint. If the issue is complex and requires a site visit or further technical assessment, we will keep you informed of the timeline.

3. If You Are Still Not Satisfied

We always aim to resolve disputes amicably and directly. However, if you remain dissatisfied with our final response, you have the right to escalate the matter.

Depending on the nature of the issue and relevant consumer protections, you can seek independent advice or alternative dispute resolution (ADR) through standard UK consumer channels, including:

  • Citizens Advice Consumer Service (for guidance on your statutory rights).
  • Your relevant consumer protection body or trade association (if applicable to your installation framework).

Last updated: July 2026