Our scheme is straightforward and user-friendly, and designed to be used without the need for legal representation. However, you can always seek legal advice if you wish, or choose to be assisted by a “Companion”, such as a friend of relative, at any stage during the process.
Before you raise a dispute with us, check whether your complaint is something that we can handle through our process.
If you have any questions about our remit that you would like to discuss with us before you raise a dispute, we would be happy to discuss this over the phone.
Complete our online complaint form and simply click “send” when you’ve given us all the information we need. There is certain information you must provide before you will be able to click send. Once you’ve sent your form, you will receive an automatic acknowledgement by email and we will be in touch with you as soon as we have processed your complaint.
If you need any assistance completing the form, you can arrange for a friend or relative to complete it on your behalf or contact us for further assistance.
If you would rather complete a hard-copy form to return by post or email, please contact us to request one. We will be happy to send you a form, along with full details of what to expect from our process.
If you need any assistance completing the form, you can arrange for a friend or relative to complete it on your behalf or otherwise we would be happy to help.
We will communicate with you in writing or by telephone. You will have the opportunity to let us know your preference on communication when you submit your complaint form.
You are able to raise a complaint with us if you match the following criteria:
All our approved Consumer Protection Schemes have ‘live’ membership lists. Follow the links below to check your business against the relevant list.
For RECC members check www.recc.org.uk/scheme/members
For EVCC members check www.electric-vechicle.org.uk/consumers/find-an-evcc-member
If you cannot find the business in one of these lists but you know they were a member when you signed the contract with them, please do proceed and make a complaint or contact the relevant Consumer Protection Scheme for confirmation.
The business must also be registered in the UK, but you do not need to be resident of the UK to use our services.
You should have given the business the chance to find a solution to your complaint by contacting them to explain the issue and telling them what you want them to do to put things right.
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 you with before the end of the 4 week period.
If the business has issued you with their ‘final response’, you must raise your complaint with us within 12 months of the date of the final response.
We can handle complaints about renewable energy technologies and products related to those technologies, as well as about private EV chargepoints. We refer to these technologies collectively as Green Energy Technologies’.
Green Energy Technologies include solar PV, heat pumps, biomass boilers, battery and thermal storage products, micro-CHP, solar thermal, small wind turbines and private EV chargepoints.
This means that you were acting as an individual rather than an organisation or business when you engaged and / or interacted with the business.
If we think that we are unable to deal with your complaint for any reason, we will let you know that we are unable to do so as soon as reasonably practicable and provide you with a full explanation of why. If during any stage of the dispute resolution process we find that you, or the business, have deliberately mislead us on a matter relating to the existence, or non-existence, of one of the grounds for refusal, we retain the right to immediately refuse to deal with the dispute any further.
*Click here to view our policy on frivolous or vexatious complaints.
