Aspen Eco power Customer Charter

Introduction

At Aspen Eco Power, our commitment is to empower homeowners with expert energy

solutions and transparent, responsive service under the SEAI framework. This Charter

outlines our service promises and your rights as a valued customer.

Our Commitments

• Clear Communication - Provide accurate and timely information throughout your

journey.

• Timely Response - Address inquiries, complaints, and technical issues promptly.

• Quality Service - Deliver comprehensive technical assessments, BER evaluations,

and energy solutions with professionalism.

• Transparency - Maintain clarity in contract processes, pricing, and project timelines.

• Continuous Support - Offer robust aftercare, follow-ups, and ongoing technical

assistance.

Your Rights

As our customer, your rights are

• To receive respectful and prompt service.

• To be provided with clear, accurate, and accessible information.

• To have your feedback heard and acted upon.

• To access expert technical support and advice.

• To a fair, transparent resolution of any issues or concerns.

Customer Responsibilities

To help us serve you better, we ask that you

• Provide accurate and complete information regarding your energy needs.

• Communicate any concerns or feedback in a timely manner.

• Participate in surveys and feedback initiatives to help us improve our services.

• Follow guidelines provided during assessments and installations to ensure optimal

results.

Complaints and Appeals Procedure

We understand that sometimes things can go wrong. If you have a complaint or wish to

appeal a decision, we are here to help.

Step 1: Lodging a Complaint

If you have a complaint, please contact our customer service team via email at

operations@nbsni.co.uk - We will acknowledge receipt of your complaint within 24 hours and

aim to resolve it within 3 business days.

Step 2: Escalation Process

If you are not satisfied with the resolution of your complaint, you can escalate the matter by

contacting our escalation team at escalations@nbsni.co.uk. We will review your case and

provide a response within 3 business days.

Feedback

We value your feedback as it helps us to improve our services. Please share your thoughts

and suggestions by completing our Customer Feedback Log, and return to

Contact Us

For any inquiries, please reach out to our customer service team:

• Phone: +353 1 969 7697

• Address: Unit E1, WIN Business Park, Newry, County Down, BT35 6PH