Complaints Policy

At KeiCo, we aim to provide a high level of service from enquiry through to delivery, installation and aftercare. If something has not gone as expected, we want to understand the issue clearly and work with you to reach a fair and practical resolution.

How to raise a complaint

Complaints can be raised by email, telephone or post. Email is preferred where photographs, videos, order details or supporting documents are needed, as this helps us review the matter more efficiently.

There is no charge for raising a complaint with KeiCo.

What information to include

To help us review your complaint as quickly as possible, please include as much of the following as you can:

• Order number
• Full name and contact details
• Delivery or installation address, where relevant
• Product or service concerned
• Date of delivery or installation, where relevant
• Clear description of the issue
• Photographs or videos
• Packaging images, where relevant
• Serial numbers, where relevant
• Electrical certificates, where relevant
• Previous correspondence, where relevant
• Preferred outcome, where applicable

Product complaints

If a complaint relates to a product, KeiCo will review the order details, product condition, photographs and videos, manufacturer information and any relevant warranty or return position. Depending on the issue, the next step may include troubleshooting, replacement parts, manufacturer liaison, return, repair, replacement or another appropriate resolution.

Your statutory rights are not affected.

Delivery complaints

If a complaint relates to delivery, missing items, packaging damage, visible transport damage, failed delivery or delivery timing, please contact KeiCo as promptly as possible with photographs, videos and delivery information.

Installation complaints

If a complaint relates to installation, KeiCo will review the agreed scope of works, site conditions, handover notes, photographs and videos, any snagging items and the installation record.

Warranty and aftercare complaints

Warranty and aftercare complaints should include the product details, order number, photographs and videos, maintenance history, serial numbers and relevant certificates where applicable. KeiCo will review the information and advise on the appropriate next step.

Electrical or commissioning issues

Where an issue relates to electrical supply, second-fix connection, commissioning, controller setup, nuisance tripping, certification or third-party electrical works, KeiCo may need photographs, videos, electrical certificates, electrician findings and manufacturer information before advising on the next step.

Finance-related complaints

If your complaint relates to a finance agreement linked to your purchase, please contact KeiCo in the first instance so we can understand the order issue and advise on the correct process.

For complaints relating directly to a finance agreement, you may also contact First Call Group Limited:

For finance-related complaints, First Call Group Limited may have up to eight weeks to issue a final response, depending on the nature of the complaint and applicable regulatory requirements.

If you remain dissatisfied with a final response regarding a finance agreement, you may be entitled to refer the matter to the Financial Ombudsman Service within the applicable timescale.

How we review complaints

Once received, KeiCo will review the information provided and may request further evidence or clarification before advising on the next step. We aim to respond as quickly as reasonably possible.

We will acknowledge your complaint and confirm the next steps once we have reviewed the information provided. Where further evidence, supplier input, manufacturer input or finance-provider input is required, we will explain this as part of the review process.

Possible outcomes

Depending on the circumstances and applicable law, possible outcomes may include:

• Advice or troubleshooting guidance
• Replacement parts
• Repair
• Service visit
• Manufacturer review or liaison
• Return or replacement
• Refund or partial refund where appropriate
• Goodwill resolution where appropriate
• Explanation where the issue falls outside KeiCo’s agreed scope

Your statutory rights are not affected.

Escalation

If you are unhappy with the initial response, please let us know why and provide any further information you would like us to consider. A senior member of the team may review the matter where appropriate. We are committed to handling all complaints fairly and transparently.