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Terms & Conditions

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Insurance Coverage & Professional Indemnity

Rendesco Limited maintains comprehensive business insurance. This means we can offer the highest level of protection for our clients and operations. Our insurance portfolio includes:

  • Employers Liability = £5m – AXA Insurance UK Plc & additional £5m – CNA Insurance Company Limited
  • Public Liability = £5m – AXA Insurance UK Plc & additional £5m – CNA Insurance Company Limited
  • Product Liability  = £5m - AXA Insurance UK Plc & additional £5m – CNA Insurance Company Limited
  • Professional Indemnity Insurance = £5m – Tokio Marine HCC & additional £5m - Aqueous

Rendesco Limited: A TrustMark Business

As a TrustMark-registered business, we uphold high standards. Our work, customer service, and business practices aim to provide you peace of mind. The Customer Charter represents our commitment to you. Our scheme administrator is NICEIC.

Download our Customer Charter

How to Share Your Concerns With Us

We value your feedback and take all concerns seriously. If you're not completely satisfied with our service, we want to hear from you and make things right. We will do our best to resolve your issue promptly and fairly.

Complaints Procedure

Objective:

Our policy is to ensure that:

  • A fair complaints procedure is provided which is clear and easy to use for anyone wishing to make a complaint
  • Everyone at Rendesco Limited knows what to do if a complaint is received
  • All complaints are recorded on our Complaints Log
  • Complaints are investigated fairly and in a timely way and are dealt with effectively and professionally
  • All complaints are reviewed to prevent the complaint from recurring and to help us to improve what we do

Scope:

All areas where Rendesco Limited meet, or carry out work for, prospective or existing customers.

Definition of Complaint:

A complaint is any oral or written expression of dissatisfaction, whether justified or not, related to any aspect of Rendesco Limited, which alleges that the complainant has suffered or may suffer financial loss, material distress, or material inconvenience. This also includes the way Rendesco Limited have dealt with any such expression of dissatisfaction.

Complaint Procedure:

When Rendesco Limited receive a complaint, the Complaint Log will be completed. The allowed time for this complaint to be resolved will be established and will conform to the Renewable Energy Consumer Code.

The process will include the following:

  • Complaint raised and passed to the relevant Manager
  • The relevant Manager will contact the Complainant within 1 working day and advise on steps to be taken to rectify issue
  • The relevant Manager will communicate with the Complainant within 7 working days
  • Once issue is rectified this should be detailed on the Complaint Log for this issue
  • Preventative action should be considered to prevent a recurrence of this issue
  • Once issue is resolved, it will be reviewed during the Internal Review Meeting
  • Should Rendesco Limited be not able to resolve any complaint, we will adhere to the RECC Complaints Procedure

Revised:

October 31, 2024

Alternative Dispute Resolution

If a dispute arises between us that our customer service team cannot resolve, either party may opt to engage the Renewable Energy Consumer Code (RECC) complaints process. If you choose this route, we are required to participate.

RECC is certified by the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider, and further details about this service are available on their website.

In the first stage, RECC will assign a caseworker to help mediate, aiming for a practical, non-legal resolution within a reasonable timeframe. If mediation does not lead to an acceptable outcome, you may choose to refer the case to RECC’s independent arbitration service, which we will also be required to take part in. This option requires a fee paid to the arbitration company, though the fee may be refunded if the ruling is in your favour. More information on the arbitration process can be found on the RECC website.

The arbitration decision is binding and legally enforceable, with any awards made considered final for both parties. Challenges to the decision are only permitted under the limited conditions set out in the Arbitration Act 1996.

Revised:

October 31, 2024