Customer Care

A clear complaints procedure with defined response stages.

If you are unhappy with any aspect of our electrical, solar, battery, or EV charging work, this page explains how to contact us, what information to provide, and how your complaint will be handled.

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Written acknowledgement within 3 business daysMost complaints resolved within 14 working days

Contact Routes

Email: tam.jnr@mackie-electrical.com

Phone: 07990 504549

Post: Blairuskin Geal Kinlochard FK8 3TP

Online: Use our contact form.

Stage 1

Acknowledgement

We will acknowledge receipt of your complaint in writing within 3 business days.

Stage 2

Investigation

A designated team member will review the issue, documentation, and any site-specific detail needed.

Stage 3

Resolution

Most complaints are resolved within 14 working days, with updates provided if more time is required.

Complaint Handling Process

How we review, investigate, and respond.

Information Required

To help us address your complaint efficiently, please provide:

  • Your full name and contact details
  • Details of the service provided (e.g., solar panel installation, EV charging)
  • Nature of the complaint
  • Relevant dates and times
  • Any supporting documentation or evidence

Escalation Process

If you're not satisfied with the initial resolution:

  1. Your complaint will be escalated to a senior manager or head of department.
  2. We'll conduct further investigation and respond within 10 working days.
  3. If the issue remains unresolved, we'll provide information on external dispute resolution options, such as the Renewable Energy Consumer Code (RECC) dispute resolution process.

Our Commitment to Improvement

We view complaints as opportunities to enhance our services:

  • We regularly review complaints to identify trends and areas for improvement.
  • We implement changes to prevent recurring issues.
  • We use feedback to inform our staff training programs.

Data Protection

All complaint information will be handled sensitively and in accordance with UK data protection regulations. For more details, please refer to our Privacy Policy.

Contact Mackie Electrical Services

Need to raise an issue or follow up on an existing case?

Use the details opposite and include as much relevant context as possible so we can investigate efficiently.