How we can help

The best way of avoiding problems with your installer is to make sure you chose the right one. Choose a member of one of our consumer protection schemes (RECC and EVCC) and get to know what additional protections that offers you.

The vast majority of installations of renewable technologies go without a hitch, but when things go wrong, we work fairly and impartially to resolve your complaint.

Complain to your installer

Put your complaint in writing to your installer and give them a chance to respond to you with a solution. 

Check if we can help you

If your installer hasn’t been able to resolve your complaint within 4 weeks, check here to see if it's a complaint that we can help you with.

Submit your complaint

To submit your complaint to us you can click here or you can find other ways to get in touch on our Contact Us page.

Early Resolution

If your complaint falls within our remit, we will work with you and your installer to see if we can reach a resolution that is fair and acceptable to both of you through our early resolution process.

Adjudication

If, after 30 days your complaint is not resolved, a specialist expert will review all the information and take a view on what should be done to resolve it.  If you or the business disagree, the ombudsman will make the final decision. You can review the decision and decide what to do next.

Delivering the Remedy

When you accept a decision your installer must implement the proposed remedy within 15 working days.

You can find useful information on how our service works and how we help to resolve complaints here and a process map of what to expect here.

For more information about our service see our FAQs and Reasonable Adjustments Policy.

What Our Clients Say

Mrs D. Swindon

"Many thanks for all your help and support which has been great and we certainly wouldn't have been able to get this through to completion without you."

Home Renewables Ombudsman