Feedback and Complaints Procedure

How did we do?

Community Energy Plus is a registered charity, receiving most of its funding from local and central government. We work hard to offer a friendly and accessible service, and we want to provide the best value to our customers, funding organisations and partners. We always aim to provide a high standard of care in all our services. The views of our customers are important to us and help us to ensure that our services are consistently meeting people’s needs.

We encourage customer comments, feedback, and compliments on our services. This assists us in improving our services and providing positive feedback to staff. Please let us know if you think that there are any improvements we can make.

Please note that the grants that we administer are discretionary and always subject to the availability of funding and that required eligibility criteria are met.

Sometimes things will go wrong or not work out as anticipated. Please let us know as quickly as possible so we can take action to resolve the issue. We aim to resolve complaints as quickly and satisfactorily as possible.

You can make a complaint if you feel that Community Energy Plus has:

  • failed to provide an acceptable standard of service or has made a mistake in the way the service was provided.
  • failed to act in a proper way or has not met expected standards.
  • provided incorrect or incomplete information.

We also want to know if you feel that our staff or the contractors who have been used have failed to deliver a high-quality service.

If something has not worked as you expected you can make a complaint by either:

  • telephoning us: please call 01872 245566 and not the Freephone (0800) number.
  • sending an email to
  • or writing a letter to us at: Community Energy Plus, Suite C, Milestone House, Glenthorne Court, Threemilestone, Truro, TR4 9NY

We aim to deal with complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use the valuable information from investigating to help us improve the services we provide. We treat all complaints in confidence.

When making a complaint, please let us know:

  • your name and address,
  • the nature of your complaint and when it occurred,
  • and how you would like to see your complaint resolved.

When we receive a compliant from you, we will:

  • Acknowledge receipt of your complaint in writing within three working days.
    • We will provide you with the contact details of the person dealing with your complaint.
    • If we need more information from you, we will attempt to call you to discuss your concerns, so please make sure you include a telephone number we can use.
  • Aim to respond with a full and considered reply to the issues you raise within ten working days.
    • When we respond we will provide:
            • details of the findings of our investigation,
            • any actions we have taken,
            • our proposals to resolve your complaint.
    • If, for any reason, we cannot respond within ten working days we will write to advise when a full response will be given.
    • If you are unhappy with our response, please let us know and this matter will be passed to a member of our Senior Management Team or our Board of Trustees.

Data protection

To process a complaint, we will hold the personal data you provide, together with any data provided by other people that is relevant to the complaint. We will hold this data securely and only use it to address the complaint. Your identity will only be known to those who need to consider the complaint and will not be revealed to other people or made public.

However, it may not be possible to preserve confidentiality in every circumstance, for example, where relevant legislation applies, or allegations are made which involve the conduct of third parties.