Legal
Complaints Policy
Last updated: 17 September 2026
If something has gone wrong, we want to hear about it directly and early. Most problems are fixable when raised quickly.
How to make a complaint
Contact us by any of:
Phone: 250-250-2525
Email: hello@solarpanelsvernon.com
Please include your name and contact details, the property address, roughly when the work took place or the enquiry was made, what went wrong, and what outcome you are looking for.
What happens next
Acknowledgement — within 2 business days
We confirm we have your complaint and tell you who is handling it.
Investigation — within 10 business days
We review the file, speak to everyone involved including any contractor partner, and arrange a site visit if it is needed to understand the issue.
Response
We write to you with what we found, what we are doing about it, and by when. If the investigation needs longer than 10 business days we will tell you why and give you a revised date.
Escalation
Not satisfied? Ask for the complaint to be reviewed by senior management, who will respond within a further 10 business days.
If we cannot resolve it
You retain your rights under British Columbia consumer protection legislation, and may contact Consumer Protection BC or seek independent legal advice. Where a complaint concerns electrical work, you may also contact the relevant provincial safety authority.
Our commitment
We take complaints seriously, we do not penalise anyone for making one, and we use them to fix the process that produced them.
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