Complaints

Customer Feedback and Complaints Procedure

We are committed to delivering a high standard of service and welcome all feedback—positive or negative—as an opportunity to learn and improve.

If a customer wishes to provide feedback or raise a concern, we encourage them to contact us directly in the first instance. We aim to resolve all issues promptly and fairly.

Step 1: Initial Contact

Customers can raise their concerns by phone, email, or in writing. We will acknowledge receipt within 3 working days and aim to provide a resolution or update within 10 working days.

Step 2: Escalation

If the issue remains unresolved, it may be escalated internally to a senior member of staff for further review. A final response will be provided within 15 working days of escalation.

Step 3: Alternative Dispute Resolution (ADR)

If a resolution still cannot be reached, customers have the right to refer their complaint to our nominated ADR provider via the Renewable Energy Consumer Code (RECC). Further details on this process can be found below.

We take all complaints seriously and treat every case with professionalism, transparency, and confidentiality.

Kinectid Ltd
Unit 15 Anthony Way, London, N18 3QT
Telephone: 0800 979 0401
Email: hello@kinectid.eco

Alternative Dispute Resolution (ADR)

The RECC Alternative Dispute Resolution (ADR) process applies to unresolved disputes arising from the sale and installation of small-scale renewable technologies.

In the event that a dispute cannot be resolved directly, parties may refer the matter to RECC’s nominated ADR provider. This service is delivered through QA Scheme Support Services Ltd and the Dispute Resolution Ombudsman, who act independently of RECC.

RECC may be contacted at:
York House, 23 Kingsway, London, WC2B 6UJ
Telephone: 020 7981 0850
Email: disputeresolution@recc.org.uk

Where applicable, parties agree to seek resolution through RECC’s ADR process in the first instance. If mediation is unsuccessful, RECC may escalate the complaint to the Dispute Resolution Ombudsman for further consideration.

The relevant laws of England, Wales, Scotland, and Northern Ireland shall govern any disputes. Subject to agreement between parties to engage in ADR, any unresolved legal matters shall fall under the exclusive jurisdiction of the courts within these nations.

If any competent authority, including a court or ombudsman, determines that part of a contractual term is invalid or unenforceable, that part shall be severed without affecting the validity of the remainder.

For further details, the RECC Code of Practice is available at: https://www.recc.org.uk/scheme/consumer-code