Complaint
A consumer discovered a fault with their solar PV system – the panels had not generated anything in 7 months. The business inspected the system and found the panels were not connected properly. They corrected the problem and the system now works. The consumer was happy that they were fixed but sought compensation for lost generation.
How we helped
The consumer was in vulnerable circumstances and did not have access to the internet. We made reasonable adjustments to help use our process, including registering the complaint by phone.
Through mediation, we helped the consumer to understand the amount of loss (how much the panels should have generated), and the business to understand their obligations. They recognised what went wrong, offering £400. We negotiated upwards, presenting evidence to show the consumer’s losses.
The business offered £500, which was accepted by the consumer.
The consumer thanked us for their support, noting her gratitude for how we adjusted our process to suit their needs