We are a CTSI approved Alternative Dispute Resolution body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and The Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015.
Green Homes Dispute Resolution is a free and independent service dedicated to resolving complaints in the domestic renewable energy and EV chargepoint sectors.
We help consumers and businesses find fair outcomes when problems arise, by offering an impartial process that’s simple transparent and accessible to everyone.
With over 5,500 businesses committed through our approved Consumer Protection Schemes, we work to raise standards, build trust and give people confidence in the changes they are making to their homes.
Our ADR officials are experienced and expertly trained to resolve disputes between consumers and businesses. Each official receives extensive training in dispute resolution and sector specific training in renewable energy and EV chargepoints.
Our ADR officials were appointed through a diligent selection process that ensures all candidates align with the core values of our company. We assess each official’s competency using a range of effective assessment tools. They continue to receive ongoing training and development throughout their careers.
Our team is made of 6 ADR officials who are generally employed on a permanent basis – consisting of 3 case handlers who help facilitate the early resolution of disputes, 2 adjudicators who are responsible for making decisions about disputes where early resolution is either not suitable or unsuccessful (currently employed on a contractual basis), and a Head of Dispute Resolution who leads the team. The team is also supported by a Scheme Administrator.
We are principled and caring.
We are passionate.
We are open-minded and inclusive.
We are professional.
We pay attention to detail.
We seek innovative ways to deliver our mission.
Our values are based on professionalism, transparency and a commitment to working with all service users without discrimination or prejudice. In delivering our values we:
Treat all service users courteously, respectfully and with dignity.
Use accurate plain and clear language.
Clearly explain our process and timescales, and keep service users informed of the progress of their case and how long things are likely to take.
Document and explain the reasons for each decision are documented and explained to each party, and we publish information on how our decisions can be challenged.
Make our decisions based on independent and impartial evaluation of the evidence.
To ensure we operate our scheme in line with our values, we actively seek feedback about our service and use it to improve what we do.
Green Homes Dispute Resolution is a free and independent service dedicated to resolving complaints in the domestic renewable energy and EV chargepoint sectors. We help consumers and businesses find fair outcomes when problems arise, offering an impartial process that’s simple, transparent and accessible to everyone.
The steps below set out what you can expect if you are a consumer with a complaint.
Raise your complaint with the business
Get in touch with the business to explain your complaint to them and give them a reasonable opportunity to investigate and resolve any issues.
It is a good idea to set your complaint in writing and to make a note of any phone conversations you have with the business. Be clear about how you want things to be put right, e.g. reinstallation, repairs, etc.
The business has 4 weeks to investigate your complaint and give you their final response. If you receive their final response and you are not happy with it, or if you have not heard from the business within 2 weeks, you can raise a dispute before the end of the 4 week period.
Raise your dispute with us
If your complaint remains unresolved, you can register a dispute with us.
First, check if you are eligible, including checking that the business is a member of one of our approved Consumer Protection Schemes.
The best way to register a dispute with us is to complete our online Complaint Form. You will be asked to provide details of your complaint and the resolution you are looking for (e.g. fixing a product, a deposit refund, or an apology).
If you need any assistance completing the form, or would rather complete a hard-copy form to return by email or post, please call our team on 0204 616 0015 or see ‘Contact Us’ for other ways to reach us. We will send you a form and full details of our dispute resolution process.
Once we receive your complaint we will check if your complaint can be handled through our process and let you know the outcome as soon as possible. If we need any more information from you at this stage, we will reach out to you directly using your preferred method of contact.
If you need any assistance completing the form, or would rather complete a hard-copy form to return by email or post, please call our team on 0204 616 0015 or see ‘Contact Us’ for other ways to reach us. We will be happy to send you a form and full details of our dispute resolution process.
Once we receive your complaint we will check if your complaint can be handled through our process and let you know the outcome as soon as possible. If we need any more information from you at this stage, we will reach out to you directly using your preferred method of contact.
We investigate your complaint
Once we have confirmed that we are able to handle your complaint, we will ask you and the business to provide information and supporting evidence. It may be useful to get some of this together and ready to send, e.g. a copy of your signed contract, payment invoices, technical reports. You will be able to login to upload documents (e.g. your contract, photos or receipts) directly to the case file or you can send it to us by email or post.
After we have received this evidence, one of our Case Handlers will assess it so they have a full picture of what has happened. We may ask for more information or evidence, or ask questions if something is unclear.
During this stage, if appropriate your Case Handler will work with you and the business to see if they can resolve your complaint amicably through our early resolution process.
We make a decision
If early resolution is either not suitable or unsuccessful, your complete case file will be reviewed by one of our expert Adjudicators. They will review the complaint file from a neutral point of view, find out the facts, weigh everything up, and tell you and the business what they think. If necessary, they may ask for extra information or evidence from you or the business before making a decision.
If we think that you have been treated unfairly, we will tell the business how to put things right and set a clear timeframe within which any action must be taken.
You and the business will have an opportunity to review the decision before it is finalised in case something important has been missed or new evidence that might impact the decision has come to light.
Problem Solved
Once we have sent you our final decision, it is up to you whether you accept it. If you do accept the decision, it is binding on both you and the business, and the business will have 15 working days to comply with it. We will work closely with you and the business, as well as the business’ Consumer Protection Scheme to ensure that the resolution is delivered.
Whilst we will work hard to deliver a fair and reasonable outcome, you don’t have to agree with what we say and if you do not accept the decision you still have the right to take this to a court even if you have gone through our whole process.
Businesses that are members of the following Consumer Protection Schemes benefit from access to our approved dispute resolution services:
Renewable Energy Consumer Code (RECC) sets out high standards for businesses to ensure that consumers who invest in renewable energy systems, such as solar panels and heat pumps, are protected. RECC is approved by the Chartered Trading Standards Institute (CTSI) under their prestigious Approved Codes Scheme and businesses who are part of RECC must demonstrate that they meet its strict consumer protection standards, as well as relevant industry technical standards.
RECC is key to promoting confidence in the renewable energy sector, offering consumers reassurance that the businesses they work with are trustworthy.
The Electric Vehicle Consumer Code EVCC sets out high standards for businesses who are offering to sell and/or install EV chargepoints at private domestic premises. As well as requiring compliance with all relevant legal provisions, EVCC aligns with the Institute of Engineering and Technology’s Code of Practice for Electric Vehicle Charging Equipment Installation and Building Regulations.
By being a member of EVCC, businesses demonstrate that they will design and install a chargepoint that works for the consumer and their property, ensuring that consumers can confidently make the transition to EV ownership.
