NOTE: This is a combined document using NAPIT, RECC, and MCS procedures to ensure all items are covered for these three organisations.

What is a complaint?
A complaint is any expression of dissatisfaction by our customers when they want us to do something about it.

What will we do?
Where a customer has a complaint, we will consider it fairly and try to find an agreed course of action to resolve the complaint speedily and effectively to the customer’s satisfaction.

The complaints procedure:

Initial Contact:
The customer can contact us by phone, email, or post as soon as possible after first noticing a problem.

We will take the details of the complaint, make a formal record of our receipt of the complaint, and make a thorough note of the issue(s) raised.

Acknowledgment and Resolution:
We will inform the customer that we will do our best to resolve the complaint in a timely manner. If we cannot reach a satisfactory resolution, the customer has the right to refer the complaint to the Renewable Energy Consumer Code (RECC) or other accredited organisations.

Complaints Received by Phone:
If we can’t resolve the customer’s issue(s) immediately, we will ask the customer to put the complaint in writing to ensure a clear record for everyone. We will offer help with this if the customer wants it.

Supporting Documentation:
If necessary, we may ask the customer to provide copies of paperwork or other material to support their complaint. We will make a note of anything received from the customer in the complaints record.

Inspection and Visits:
If we need to inspect the system or visit the customer to investigate the complaint, we will do so within 7 days of receiving the complaint. If the customer is without heating or hot water, we will visit within 24 hours. We will inform the customer of the outcome as soon as possible after the visit and record this in the complaints record.

Communication Records:
We will keep a note of all contacts (or attempted contacts) with or from the customer while trying to resolve the complaint, including telephone conversations.

Response Time:
We will respond to the customer with our findings and a summary of actions/communications within 10 working days of receiving the complaint. Whenever possible, we will aim to resolve the complaint more quickly and informally, such as with a phone call to give advice that solves the problem. We will make a clear record of any complaints resolved in this way.

Unresolved Complaints:
If we cannot resolve a complaint and/or the customer is not satisfied with the resolution offered, we will advise where they can pursue their complaint:

For technical aspects of the installation of an energy generator, we will direct them to our MCS installer certification body: MCS Complaints

For technical aspects of the electrical installation, we will direct them to our Government-approved and UKAS-accredited membership scheme, NAPIT: NAPIT Complaints

For matters within the remit of the Renewable Energy Consumer Code, we will direct the customer to RECC: RECC Complaints

If the company has ceased trading, protection may be available from the Insurance Backed Guarantee (IBG) policy provided by Home Improvement Protection Ltd.

If still unsatisfied, we refer the customer to Citizens Advice: Citizens Advice

Cooperation with Complaint Handlers:
We will cooperate fully with our MCS certification body, NAPIT, and/or RECC complaint handlers to assist them in resolving the complaint.

Legal Action:
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.