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<p>There is a specific process for handling complaints under the Green Deal. This
starts with a complaint by the consumer to their Green Deal Provider. If not resolved
satisfactorily, the consumer may then approach the Green Deal Ombudsman or the Financial
Ombudsman Service, depending on the nature of the complaint. Their decisions will
be binding on the Green Deal Provider. If after progressing through those channels
the consumer is still not satisfied, they may request that their complaint be referred
to the Secretary of State for consideration.</p><p>In respect of such referrals, the
Secretary of State may reduce or cancel a Green Deal loan, if she is satisfied that
there has been a breach of the law or code of practice.</p><p>The cancellation or
reduction of a loan represents the full extent of the Secretary of State’s power to
provide redress for consumers in relation to the Green Deal.</p><p>BEIS aims to ensure
that cases are concluded as quickly as possible, whilst ensuring that fair redress
is provided where appropriate and decisions take account of all available, relevant
evidence.</p><p>BEIS currently has a number of outstanding appeal cases and we have
taken steps to speed-up the handling process. We are making progress and this has
resulted in the recent issuing of 4 final sanctions and 16 Intention Notices. We expect
these numbers to increase significantly soon.</p>
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