What do you do?

The Home Renewables Ombudsman is an independent and impartial Ombudsman. We investigate complaints about the service you have received from an HRO Accredited Business when buying or leasing a renewable energy technology (e.g. solar panels or heat pumps) and/or products related to those technologies (e.g. battery storage) and/or an EV chargepoint.

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What kind of businesses are covered by the HRO?

We cover businesses that are HRO accredited, meaning that they belong to a Consumer Protection Scheme recognised by us (RECC and EVCC).

The HRO only covers businesses based in the UK; however, we accept domestic and cross border complaints. This means that so long as the sales or service contract you are complaining about concerns a business who is registered in the UK, you do not need to be a UK resident to use our scheme.

 

How can I check if my installer is a member of the HRO?

For Installers of Renewable Technologies, check if they are a member of RECC.

​For Installers of Home Electrical Vehicle Charge Points, check if they are a member of EVCC.

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What kind of disputes does the HRO deal with?

We deal with disputes in the domestic renewable energy and electric vehicle (EV) chargepoint sectors. We assist consumers who have purchased and installed renewable or low carbon technologies and/or an EV chargepoint by helping resolve any issues they may face. We can deal with disputes up to a limit of £50,000.

 

When can you help resolve my complaint?

We can help you resolve your complaint if:

• You purchased/ leased a product from a business accredited by us; and

• You have notified the business of your complaint in writing and given them a reasonable opportunity to resolve your complaint.

We can investigate any issues you raise so long as the products you have bought/ leased fall with the scope of the Consumer Protection Schemes we work with.

 

When can’t you help?

Generally, providing a complaint falls within our remit we will be able to help. However, there may be cases where the complaint falls within our remit but we can’t help.

We will be unable to help if:

• the outcome you are seeking would exceed £50,000; and

• a legally-binding judgement has already been made.

We may be unable to help if:

• the complaint has previously been investigated by another ombudsman scheme or ADR body

• there is no demonstrable financial loss and pursuing the Complaint is not in the interest of natural justice;

• compensation has been requested for personal injury, inconvenience or stress.

• you have previously accepted an offer in full and final settlement regarding the specific issues raised in your Complaint and that offer has been fulfilled.

• the product was bought in the name of a business. Please note we have a separate process for certain business to business Complaints – see “How to complain for micro business consumers” section on our website for more information.

• it has been more than 6 years since the event occurred or it has been more than 12 months since you either complained to the business or received their final response.

• we believe that the complaint raises a point of law that would be better considered by a court.

• your complaint is about a business that has entered administration, liquidation or who has ceased trading.

• a Complaint is considered to be frivolous or vexatious.

• we consider that your behaviour has been unreasonable.

• after reviewing the basis of your complaint and evidence we consider that the outcome you are seeking is not reasonable and/ or has not been substantiated, or we consider that the outcome is not achievable through our process. If so, we will explain the reasons to you, give you an opportunity to comment, reconsider and/or provide additional information. In such circumstances, if our position remains unchanged, we will close your complaint.

 

Is there a charge for your service?

No, access to the service is free of charge for you, but the HRO Accredited Business will be charged an administrative fee if a complaint is handled by an adjudicator and/or Ombudsman.

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Can a trusted friend or family help me with my complaint?

Yes, you can be assisted by a trusted friend of relative (a Companion) at any stage of the process. We are happy for them to communicate with us directly after you have given permission.

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Is the information I share with you private?

We will need to handle personal details about you which could include sensitive information. We will need to share information we consider relevant about your complaint with the HRO Accredited Business (and vice versa). We always comply with data protection rules and will process all personal data submitted to us in accordance with our Privacy Policy.

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Does my installer have to cooperate with your process?

Yes, all HRO Accredited Businesses are contractually obliged to cooperate with our process. If an HRO Accredited Business fails to respond at any stage, our process will continue without their input. If they fail to take part in this way, or if they fail to comply with the terms of an outcome agreed or decision, it will be addressed in accordance with the terms of their Consumer Protection Scheme membership.

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What if there’s a conflict of interest?

Throughout the process our team will be mindful of potential conflicts of interest. Any actual or potential conflicts of interest we are alerted to will be investigated and treated appropriately in accordance with our Conflict-of-Interest Policy and Procedure.

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How will you assess my complaint?

At first, our job is to collect information and evidence. We will contact the business and ask them to respond to your complaint, giving their side of the story. We will then weigh up the evidence provided, taking into consideration the rights and obligations set out in law and what is fair, reasonable and practical. We may request more information either from you or the business or both of you if we think it is necessary to better understand what went wrong. The outcome of our investigation will depend on the evidence and information that has been provided.

 

What are your decisions based on?

When investigating your complaint we will have regard for:

• consumer protection law;

• the requirements of the relevant Consumer Protection Scheme;

• recognised technical standards; and

• principles of reasonableness, impartiality and fairness.

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What kind of outcome can I expect?

You will have room to set out exactly what outcome you are seeking. This outcome should be supported by evidence, reasonable and proportionate to the issue you have experienced. Every complaint is different but broadly you can expect one or more of the following outcomes from an Adjudicator or the Ombudsman:

• a financial outcome up to the value of £50,000

• compensation of up to £1,000 for any inconvenience you have experienced due to the complaint

• remedial work to correct an issue

• an apology or explanation

• provision of goods, services or documents

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How will I know the legal effect of any resolution?

If an agreement is reached or a decision published at any stage of the process, before you make a final decision about that outcome you will have the legal effect of the proposed resolution explained to you in writing.

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Can I withdraw my complaint?

You can withdraw your complaint at any time by notifying us in writing, but the HRO Accredited Business may not withdraw from the process once it has started. Please note that once closed on request, we cannot reopen your complaint.

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In what circumstances would you close my complaint without me asking you to?

Other than in exceptional circumstances (these may include holidays, illness, injury, and bereavements. These apply to the consumer and the HRO Accredited Business) your complaint will be closed, and we will notify the HRO Accredited Business if we have made reasonable efforts to contact you and:

• you do not submit any evidence about the complaint as requested within 3 weeks; or

• no response is received from you to our correspondence during our process for more than 3 weeks.

Should you commence legal action against the HRO Accredited Business when you have not notified us of your intention to withdraw your complaint, we will close your complaint and notify the HRO Accredited Business.

What if I want to inform you about something but not make an official complaint?

We would welcome you sharing any information about your experience with an HRO Accredited Business, all of which will be used for monitoring purposes. You can do this by registering a complaint form or sending us an email. Matters brought to our attention, but not as a complaint, are recorded as ‘feedback’. This would include complaints we receive where:

• the issues raised are outside the remit of HRO;

• the complainant is not seeking a response or specific outcome;

• it is registered by someone who is not a consumer of an HRO Accredited Business (or their chosen Companion); and/ or

• it is registered against a business that is not an HRO accredited business.

 

What if I have a complaint about your service?

We will do our best to handle every complaint received through our process in a fair and timely manner. However, we do appreciate that there may be occasions where you are not satisfied with how a complaint has been handled by us.

If you are unhappy with the service you received from us, please tell us at the earliest opportunity and we will try and resolve it for you. You may only complain about how we have handled your complaint and not about the Ombudsman’s decision itself.

If we cannot resolve it for you, and you wish to take the issue further, please set out your complaint in writing to ombudsman@hro.org.uk (or see Contact Us). The Chief Executive of the HRO will consider the details of your complaint and provide a final written response within 15 working days.

If you are still not happy with the final response to your complaint from the Chief Executive of the HRO, you may refer your complaint to CTSI. Once a complaint is made to CTSI, its own timeframes for response will apply.

CTSI contact details:

Address: CTSI, 1 Sylvan Court, Sylvan Way, Southfields Business Park, Basildon, Essex , SS15 6TH

Email: adrenquiries@tsi.org.uk  

For further information see the HRO Service Complaints Process.