These are our complaints procedures for our different products - please contact us if you require more information. If you have a complaint, please follow the steps below.

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Firewood:

1. All complaints should be emailed to info@millhousewood.co.uk, detailing the complaint, issues you are having, with pictures attached.

2. We have up to 7 days to reply to you, outlining our next steps.

 

Bagged Biomass Wood Pellets:

1. All complaints should be emailed to info@millhousewood.co.uk, detailing the complaint, issues you are having, with pictures attached.

2. We have up to 7 days to reply, outlining our next steps and confirming if the complaint stands or is refused.

3. If the complaint is regarding quality of the fuel, we will arrange to send an unopened bag from the pallet you received, for analysis to confirm the parameters of the pellets and if the pellets are within guidelines. We will also involve our supplier for their support with the factory.

 

Bulk Blown Biomass Wood Pellets:

As part of being a certified supplier, we are guided by ENplus to deal with any complaints, and to follow their procedures as well as our own.

1. All complaints should be emailed to info@millhousewood.co.uk, detailing the complaint, issues you are having, with pictures attached.

2. We have up to 7 days to reply. We will reply with a document for you to fill out with further details of the complaint and information we require.
   **Please note: We can only consider complaints where the pellets have been delivered less than 6 months ago**

3. Once we have received the document with the information, we will decide whether the complaint stands or is refused, and if so on what basis. If there is any information given that doesn’t meet the requirements to withstand the complaint, it will unfortunately be refused.
   The requirements are:

   • The amount of pellets remaining in the hopper before the delivery was made is less than 10% of the storage capacity​

   • Less than 20% of the delivery amount has been used

   • The storage hopper must meet criteria for proper pellet storage in accordance with the ENplus Storage Guidelines

   • The length of pipe used to deliver is less than 20 metres, with only a small allowance of bends in the pipe

   • The storage hopper has been completely emptied and cleaned either once a year or after every 5th delivery, whichever comes first

   • If it is the first delivery we have made, the hopper must have been completely empty and cleaned prior to delivery

4. If the complaint stands, we will collect a sample from the hopper and complete a fines test, or complete other steps if the complaint is of another nature. If the fines level is high, we will investigate further.

5. Any further requirements or steps will be outlined in an email.

 

Pellet removal

If the pellets are required to be removed, we will take the following steps:

• Come to your property with 2 vehicles and 2/3 members of staff – one of the vehicles will be one of our bulk blowers, and the other will carry the extractor

• We will extract the pellets from the hopper and into the wagon to take away. We will also vac the remaining dust to make sure the hopper is fully cleaned. We will print a weigh ticket from the wagon to show the weight that has been removed from the hopper. We will also take before and after photos.

• We can then leave you with some bagged pellets if you wish, to make sure you have some fuel for heating

• We will then come back at a later date and refill the hopper with a fresh load of pellets

If the augur has stopped working and the pellets need to be removed to find the cause, once they have been removed we will analyse the situation and confirm whether the pellets were to blame, or another cause.

If the fault is mechanical, we take no responsibility for this and full costings will be invoiced.