Complaints procedure
If something hasn't gone the way it should, we want to know. Here's exactly how to raise it and what happens next.
We take every concern seriously. Most issues are resolved quickly with a phone call, but you always have the right to a formal process and to escalate beyond us.
How to make a complaint
Please get in touch using whichever is easiest for you:
- Phone: 0330 321 5693
- Email: ask@solarpanelsgrants.co.uk
- Post: Complaints, Solar Panels Grants, 27 Old Gloucester Street, London WC1N 3AX
It helps if you can include your name, a contact number, your postcode, and a short description of what went wrong.
What happens next
- We'll acknowledge your complaint within five working days.
- We'll investigate and aim to give you a full response within eight weeks, and usually much sooner.
- If we referred you to an installer and your complaint is about the installation itself, we'll help you raise it with that installer and the relevant accreditation body.
If you're still not satisfied
If we can't resolve things between us, you can escalate to the relevant consumer body:
- Installation work is covered by the installer's accreditations. The Renewable Energy Consumer Code (RECC) operates an independent dispute-resolution process for renewable energy purchases.
- Quality of work carried out under a government scheme may also be covered by TrustMark.
- Data protection concerns can be raised with the Information Commissioner's Office (ICO).
Our commitment
We will treat you fairly and courteously, keep you informed, and never penalise you for raising a concern. As a referral service we hold ourselves to the consumer-protection standards expected across the renewables sector.