Feedback & complaints
Our complaints procedure.
A complaint is any expression of dissatisfaction by our customers where they want us to do something about it. We will consider it and try to agree a course of action that resolves it quickly and effectively, to your satisfaction.
The procedure, step by step.
Complaints procedure (PDF)01You can contact us initially by phone
You can contact us initially by phone, email or post. Please do so as soon as possible after first noticing the problem.
02We will take the details of the complaint
We will take the details of the complaint, make a formal record of our receipt of it and make a thorough note of the issue(s) raised.
03We will tell you that we will do our best to resolve the complaint in a timely manner
We will tell you that we will do our best to resolve the complaint in a timely manner, but that you have a right to refer it to the Renewable Energy Consumer Code (RECC) or the National Inspection Council for Electrical Installation Contracting (NICEIC) if we cannot reach a satisfactory resolution (see step 9).
04For complaints received by phone
For complaints received by phone, if we can't resolve your issue(s) immediately, we will ask you to put the complaint in writing so that there is a clear record for everybody. We will offer help with this if you want it.
05If necessary
If necessary, we may ask you for copies of paperwork or other material to support your complaint. We will note anything received in the complaints record.
06If we need to inspect the system or visit you to investigate
If we need to inspect the system or visit you to investigate, we will do so within 7 days of receiving the complaint. If you are without heating or hot water because of the situation that led to the complaint, we will get out to you within 24 hours. If a visit is necessary, we will let you know the outcome as soon as possible afterwards and record it in the complaints record.
07We will keep a note of all contacts (or attempted contacts) with you while we are trying to resolve the complaint
We will keep a note of all contacts (or attempted contacts) with you while we are trying to resolve the complaint, including telephone conversations.
08We will respond with our findings and a summary of actions and communications within 10 working days of receiving the complaint
We will respond with our findings and a summary of actions and communications within 10 working days of receiving the complaint. Whenever we can, we will aim to sort the complaint out more quickly and informally, for example with a phone call to give advice that solves the problem, and we will record any complaints resolved this way.
09If we cannot resolve a complaint
If we cannot resolve a complaint, or you are not satisfied with the resolution offered, we will advise where you can pursue it: technical aspects of the installation of an energy generator go to our MCS installer certification body (NAPIT member no. 73761); matters within the remit of the RECC go to RECC, whose dispute resolution process is set out in the 'How to Complain' section of the RECC website; matters concerning any other electrical works go to our electrical installation certification body (NICEIC member no. 00057380).
10We will cooperate fully with our MCS certification body and/or RECC complaint handlers to help them resolve the complaint
We will cooperate fully with our MCS certification body and/or RECC complaint handlers to help them resolve the complaint.
11We will not take
We will not take, or threaten to take, action against a customer through the courts without first trying to solve the problem as set out here and in RECC's dispute resolution process.
12We will regularly review our complaints records to identify any actions we may need to take to prevent complaints from recurring
We will regularly review our complaints records to identify any actions we may need to take to prevent complaints from recurring.
Large project or a single fault
