Customer Care

We understand that some of our customers may be in vulnerable circumstances or have additional needs. We are committed to ensuring that all our customers are treated fairly, with respect, and are not disadvantaged in any way.

Our approach is guided by the principles set out by the Renewable Energy Consumer Code (RECC) and industry best practices. We recognize that vulnerability can be situational or related to market context (such as lack of knowledge about renewable technologies). You can read the full RECC guidance for consumers in vulnerable circumstances here.

Our Commitment to You

• Identification: Our team will be vigilant at all times and if they become aware of, or they are made aware of signs of vulnerability we will respond with due sensitivity and care.
• Communication: We will adapt our communication style to suit your needs, ensuring you fully understand all information provided, including quotes and contracts.
• No Pressure: We will never use high-pressure sales tactics. We want you to make informed decisions at your own pace.
• Support: We encourage you to have a friend, family member, or carer present during appointments if it helps you feel more comfortable.
• Tailored Solutions: We will take the time to explain technical details clearly and ensure that any proposed solution is truly suitable for your specific needs and circumstances.

If you or a family member require any specific adjustments or support during your journey with us, please do not hesitate to let us know. We are here to help.

If you’re not completely happy with our service we would like to hear about it so we can do something to put it right.

At JMC Highland we do everything we can to make sure our customers get the best products and service possible, however if we don’t get things right first time we want you to tell us what went wrong so we can put matters right.

We want to:

• Make it easy for you to tell us what went wrong;
• Give your complaint the attention it deserves;
• Resolve your complaint fairly, without delay; and
• Make sure you are satisfied with how your complaint was resolved.

Our Commitment to You

We are dedicated to resolving any issues you may have promptly and fairly. We will:

• Acknowledge your complaint in writing within 3 working days of receipt.
• Keep you informed of the progress of your complaint.
• Provide a clear and detailed response to your complaint within 10 working days.
• Cooperate fully with any independent bodies to help resolve your complaint.

How to Make a Complaint

Step 2: Logging and Investigation

Upon receiving your complaint, we will:

• Log all the details in our Complaints Log using a Customer Complaint Form.
• Assign your complaint to a dedicated member of our team who will investigate the matter thoroughly.
• If necessary, we may contact you for further information or to arrange a site visit to assess the issue.

Step 3: Resolution

We will always aim to resolve your complaint to your satisfaction. Our investigation will conclude with a formal written response, which will inform you of our findings and the actions we will take. We aim to provide this response within 10 working days. If we are unable to resolve the complaint within this timeframe, we will contact you to explain the delay and agree on a new timescale.

If You Are Not Satisfied

If you are not satisfied with our final response, or if we have been unable to resolve your complaint, you have the right to refer your complaint to an independent dispute resolution service.

We will cooperate fully with MCS and GHDR to help resolve your complaint.

Independent Advice

You can seek independent advice at any stage of the complaints process from organisations such as Citizens Advice.

Citizens Advice Consumer Helpline: 0808 223 1133
Website: www.citizensadvice.org.uk/energy