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We are committed to delivering a thorough and fair resolution process for all complaints. If you feel that our resolution does not fully address your concerns, you have the option to seek further assistance through the HIES Alternative Dispute Resolution (ADR) service.
HIES ADR provides an impartial and experienced representative who will work with both parties to explore all options and help facilitate a mutually agreeable solution. Their expertise ensures that each party’s viewpoint is understood, offering an efficient, professional, and supportive pathway towards a fair resolution.
Alternative dispute resolution (ADR) involves a neutral third party who assists the parties involved in a dispute to reach a mutually acceptable agreement. This neutral individual, often an officer from the Home Insulation and Energy Systems Quality Assured Contractors Scheme (HIES) or a professional appointed by HIES, works with both parties to facilitate discussions and help resolve the issues without escalating the matter to a formal ombudsman.
Mediation and conciliation are key mechanisms within ADR that aim for a swift and amicable settlement. While they promote open dialogue and foster understanding between the parties, they may not necessarily result in a final, legally binding outcome. Instead, these methods focus on providing a flexible and efficient way to resolve conflicts and, ideally, prevent the need for more formal proceedings.
The Hies Dispute Resolution Officers (DROs) are friendly, approachable and down-to-earth. They have many years’ experience and are experts in successfully resolving disputes. They are trained to listen and to provide a firm and fair helping hand to consumers and HIES members. They help to get the complaint resolved as quickly as possible with the most appropriate outcome. They also work closely with companies to provide one-to-one support and industry-wide advice; this helps to improve the way services are delivered and complaints are handled.
The ADR team is made up of 6 administrating staff members and 4 case handlers who are employed on a permanent basis and were all appointed after a rigorous interview process to check for competency.
For more information about the ADR process, or if you wish to proceed with ADR, please visit their website or you can contact them at this address: Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland PR25 3GR
Alternatively you can contact them via their online form located Here.
Alternative Eco Solutions Are the UK’S leading solar specialist’s! Established in 2020 we have completed more than 2000 installations across the UK.