Complaints Procedure

When we receive your complaint, we will record the details and ensure it is passed to the appropriate person or team for investigation.

We may need to contact you for further information or ask you to provide documents, photographs or other information that will help us investigate your concerns. Where necessary, we may ask you to confirm certain details in writing so that we have a clear and accurate record.

We will keep a record of relevant communication with you throughout the complaint and will keep you informed of our progress.

Where a site visit is appropriate to investigate your complaint, we will aim to inspect your system within 5 working days of receiving your complaint.

Where the issue has resulted in you being without heating or hot water, we will treat this as a priority and arrange to inspect the system within 24 hours of being notified.

Following any visit, we will explain the outcome and any further action required as soon as reasonably possible.

We aim to resolve complaints as quickly and effectively as possible.

We will consider the details of your complaint and report our findings clearly to you within 10 working days of receiving your complaint.

Where further action is required to resolve the matter, we will explain the next steps and continue to keep you informed of progress. This may include further investigation, technical assessment, remedial works or obtaining information or assistance from a manufacturer, supplier or other relevant third party.

We will work with you to try to reach an agreed course of action and resolve your complaint as quickly and effectively as possible.

If we are unable to resolve your complaint to your satisfaction, there are independent routes available depending on the nature of your complaint.

Where your complaint relates to technical aspects of an installation covered by the Microgeneration Certification Scheme (MCS), the matter may be referred to our MCS Certification Body, NICEIC, where appropriate.

For complaints falling within the scope of the Renewable Energy Consumer Code (RECC), eligible customers can access independent dispute resolution through Green Homes Dispute Resolution (GHDR).

Green Homes Dispute Resolution is a free and independent service that works with RECC to help consumers and RECC members resolve disputes relating to renewable energy and low-carbon home improvements.

Further information about how to escalate a complaint can be found in the ‘How to Complain’ section of the RECC website.

We will cooperate fully with the relevant independent complaint or dispute resolution body where a complaint is referred to them and will take reasonable steps to resolve a dispute through the appropriate complaints and dispute resolution process before considering court action.

We regularly review the complaints we receive to identify recurring issues, areas where we can improve and any changes that may help prevent similar problems in the future.

Our aim is not only to resolve individual complaints fairly, but to use customer feedback to continually improve the service we provide.