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Cord Power Technologies Ltd EV home charging complaints policy & handling procedure

 

This policy may have changed since you last reviewed it.

 

1. Purpose & Scope

1.1 This Complaints Policy sets out how Cord Power Technologies Ltd (“Cord”, “we”, “us”, “our”) handles complaints from customers in relation to our domestic EV charge point products and installation services.

1.2 The policy applies to all parts of our service: site survey, installation, post‑installation (including warranties, connectivity, maintenance), additional costs, and any related product/service failures.

1.3 This policy complements our Terms & Conditions for Domestic Charge points. Any conflict between this policy and the T&Cs shall be resolved in favour of applying the higher standard for customer rights and satisfaction.

 

2. What We Cover

We will consider complaints in relation to (but not limited to):

  • Installation issues: delays, damage, safety concerns, poor workmanship, failure to meet promised specifications, property issues arising during installation.
  • Additional or unexpected costs: installation charges that were not clearly communicated in advance, costs arising from site survey findings, variation orders.
  • Product defects: faulty components, defects in materials, non‑conformity with product specifications.
  • Service performance: delays in survey / installation scheduling, poor communication, failure to respond in a reasonable timeframe.
  • Customer service / communication:

2.1 Pre-Installation

a)     Miscommunication regarding product specifications, installation requirements, or timelines

b)     Lack of clarity around pricing, additional works, or site survey outcomes

c)      Failure to provide timely updates or respond to pre-installation queries

d)      Rudeness or unprofessional conduct during support interactions

 

2.2 Post-Installation

a)      Rudeness or unprofessional conduct during support interactions

b)     Inadequate follow-up on reported faults or service issues

c)      Delays in communication regarding engineer visits, troubleshooting, or resolution timelines

d)     Charger malfunctions, connectivity problems (Wi-Fi / GSM), failures covered under warranty (parts & labour), software or firmware issues

 

What we do not cover (unless expressly agreed):

  • Issues caused by misuse or external damage unrelated to our product or installation
  • Any permissions or additional costs needed by DNOs (Distribution Network Operators)
  • Consequential losses such as increased electricity bills, lost time, or the use of public charging facilities, except where required under applicable consumer law
  • Delays, costs, or decisions—such as those involving Distribution Network Operators (DNOs), or events outside our control like adverse weather or other force majeure circumstances—may impact installation timelines and are not the responsibility of Cord 
  • Issues arising from the use of third-party apps such as Monta or energy provider platforms (e.g. Octopus, OVO).
  • Complaints related to scheduling, functionality, or performance of beta energy tariff integrations, including intelligent energy tariffs offered by third-party providers
  • Internet connectivity issues at customer premises (e.g. Wi-Fi signal strength)
  • Other force majeure issues (e.g. strikes, weather, supply chain issues)

3. How to Make a Complaint

You can make a complaint via any of the following channels:

  • Via our complaints form, below on this page
  • By email: hello@cord-ev.com
  • By telephone: 0330 102 5656
  • By post: Cord Power Technologies Ltd, 22 Gas Street, Birmingham, B1 2JT

Please include:

  • Your name, address, and contact details.
  • Details of the product / service: order number, installation date, charger model, serial number etc.
  • A description of your complaint: what happened, when, people involved, any supporting documentation/photos.
  • What outcome would you like (repair, replacement, refund, cost reduction, etc.).

4. What We Will Do & Our Commitments

In handling complaints, we commit to the following standards:

 

Step Action Timeframe guideline
Acknowledgement We will acknowledge receipt of your complaint (in writing or by email) Within 7 working days of receipt. 
Initial response / proposal We will propose a way forward (e.g. investigation, site inspection, remedy) Within 21 working days of acknowledging the complaint. Note: For complaints involving urgent safety risks—such as electrical hazards from EV chargers—we will prioritise immediate assessment and response, potentially outside standard timeframes. 
Progress updates We will keep you informed of the status of your complaint At least weekly or as otherwise agreed, until resolved.
Remediation / resolution If you agree, we will carry out remedial action As soon as reasonably practicable, and no later than 8 weeks after agreement.
If we decide the complaint is not upheld We will give you a full explanation in writing of our decision and the reasons why At or by the end of our remediation period.

 

5. Escalation & Alternative Dispute Resolution

5.1 If you are not satisfied with our response, you may:

  • Request a review by our senior management.
  • Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Please see section 9 for Alternative dispute resolution.
  • You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 6. Timescales & Deadlines

  • You should report your complaint within twelve (12) months of discovering the issue. This ensures timely investigation and evidence preservation.
  • We aim to resolve most complaints within eight (8) weeks. If we need longer, we will inform you and provide reasons and a revised timeline.
  • We will respond to any ADR requests for evidence or information within 14 working days.  

7. Remedies & Outcomes

Depending on the nature of the complaint, possible remedies may include:

  • Repair or replacement of faulty products.
  • Rectification of installation work.
  • Refunds or reductions in cost if portions of the service/product were not delivered as promised.
  • If additional works are required due to site conditions or survey findings, offering adjusted pricing, or helping find alternatives.
  • Where we have failed in communication, a formal apology and actions to prevent recurrence.

8. Monitoring & Review

8.1 We will keep records of all complaints, their nature, outcome, and any remedial action taken.

8.2 We will review complaint data regularly (e.g. quarterly) to identify patterns or areas for improvement.

8.3 This policy will be reviewed at least annually, or sooner if there are changes to relevant laws, regulations, or any third party Trusted Traders requirements.

 

9. Escalating Your Complaint / Alternative Dispute Resolution

In the unlikely event we are unable to resolve your complaint having exhausted the business complaints procedure, we recommend contacting Which? Trusted Traders. 

As a Which? Trusted Trader, our customers can complain directly to Which? to make a complaint if you are unhappy with our proposed resolution. Which? Trusted Traders will investigate your complaint and help bring the case to a close. 

To make a complaint about us directly to Which? please contact them on 02922 670 040.

Should we still not be able to come to an agreement, then our customers can access an Alternative Dispute Resolution (ADR) service as part of the Which? Trusted Traders Endorsement. Should Which? fail to help us reach an agreement, then they will refer you to the free Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.

 

10. Legal Rights & Governing Law

10.1 This policy does not affect your legal rights under UK consumer protection law, including the Consumer Rights Act, Sale of Goods Act, etc.

10.2 These Terms & Conditions and this Complaints Policy are governed by the laws of England and Wales (or Scotland / Northern Ireland if applicable depending on where you are).

10.3 Nothing in this policy limits your right to take court action if that becomes necessary.

 

11. General Data Protection Regulation (GDPR)

We are committed to protecting your personal data. Any information you provide when making a complaint will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy. Personal data will be used solely for the purpose of investigating and resolving your complaint, stored securely, and retained only for as long as necessary. You may request access to, correction of, or deletion of your data at any time in line with your rights under data protection law.