Complaints
Last updated: 21 September 2026If something has gone wrong we would rather hear about it than not. This is how we handle complaints and how long each stage takes.
How to raise a complaint
Email [email protected], call +44 7465 244139, or write to us at our registered office.
Please include your name, the site address, your job or quote reference if you have one, what has happened, and what outcome you are looking for.
What happens next
We acknowledge every complaint within 3 working days.
A manager outside the original job team reviews it and we give you a full written response within 15 working days. If the issue needs a site visit or a manufacturer's involvement, we tell you that and give you a revised date.
If you are not satisfied with the response, you can ask for it to be escalated to a director, who will review it within a further 10 working days.
If we cannot resolve it
Where the work falls under a certification or consumer code scheme, you can refer the complaint to that scheme's dispute resolution service once our process is complete or after eight weeks, whichever is sooner.
We will tell you in our final response which scheme applies to your job and how to contact it. Referral to these services is free to you.
What we do with complaints
Every complaint is logged with its cause and outcome and reviewed monthly by the management team. Where a complaint points to a process problem rather than a one-off, we change the process and record what changed.
Draft for review. These documents are a starting point written for a UK renewable energy, IT and property business. Have them checked by a solicitor and complete the registered details before publishing.