Solar Installation Complaints Policy – SolarSave Ltd

Our Commitment

At SolarSave Ltd, we are committed to providing excellent service to all our customers. However, we recognize that occasionally things may not go as planned. When this happens, we want to hear from you and resolve any issues quickly and fairly.

As an MCS certified installer, we follow the Renewable Energy Consumer Code (RECC) guidelines to ensure your complaint is handled professionally and effectively.

What is a Complaint?

A complaint is any expression of dissatisfaction with our services, staff, or processes. This includes concerns about:

• Quality of installation or workmanship
• Customer service experiences
• Delays or missed appointments
• Communication issues
• Billing or payment concerns
• Warranty or aftercare service
• System performance issues

How to Make a Complaint About SolarSave’s Services

You can raise a complaint with us in several ways:

By Phone
Call our customer service team on 0333 577 6576 during business hours (Monday to Friday, 9:00am – 5:00pm). Our team will listen to your concerns and work to resolve them where possible.

By Email
Send detailed information about your complaint to James@solarsaveltd.co.uk. Please include your name, contact details, installation address, and a clear description of the issue.

In Writing
Write to us at:
Customer Service Manager
SolarSave Ltd
Retford Enterprise Centre, Randall Way, DN22 7GR

Online
Use our online contact form on the website to submit your complaint with all relevant details.

Our Complaints Process

Initial Response

• We will acknowledge receipt of your complaint
• We’ll assign a case reference number for tracking
• A Customer Complaint Form will be completed and passed to our MCS Nominee

Investigation & Resolution

• Within 24 hours, we will respond if you are without heating or hot water as a result of the issue
• Within 5 working days, we will arrange to inspect your system if required
• We may contact you for additional information during our investigation
• We’ll review all relevant documentation and speak with involved staff
• Within 10 working days, we will investigate your complaint thoroughly and provide you with a clear report of our findings

Our Response

We will provide a full written response that includes:

• Our findings from the investigation
• Any actions we will take to resolve the issue
• If the complaint is justified, how we’ll put things right
• Steps we’ll take to prevent similar issues in the future

Consumer Representatives

You have the right to use a consumer representative or observer to help deal with your complaint. We will cooperate fully with any representative you choose.

If You’re Not Satisfied with Our Response

If you remain dissatisfied with our response, you have several options:

Request a Review

Contact us within 20 working days of receiving our response, explaining why you remain dissatisfied. We will review your case again.

RECC (Renewable Energy Consumer Code)

As we are RECC members, you can contact the RECC administrator directly:

• Visit the RECC website consumers section
• Use their ‘How to Complain’ process
• Access their mediation services
• Request their Renewable Adjudication Service

The RECC Renewable Adjudication Service provides independent resolution, and their findings are final and binding if accepted by you.

Other External Resolution Options

• Citizens Advice: For general consumer advice and support
• Trading Standards: Your local authority’s trading standards office
• MCS (Microgeneration Certification Scheme): As we are MCS certified, you can raise concerns through their complaints process

Emergency Situations

If your complaint involves being without heating or hot water due to our installation:

• Call us immediately on 0333 577 6576
• We will respond within 24 hours
• Emergency repairs will be prioritized

Learning from Complaints

We view complaints as valuable feedback that helps us improve our services. We:

• Analyze complaint trends to identify areas for improvement
• Use feedback to enhance our training programs
• Review and update our processes based on lessons learned
• Record all corrective and preventive actions
• Review complaint outcomes in our Internal Review Meetings

Data Protection

Information provided in complaints is handled in accordance with our Privacy Policy and GDPR regulations. We will only use your information to investigate and resolve your complaint.

No Penalty Policy

Making a complaint will not affect your warranty, ongoing service, or any future dealings with SolarSave Ltd. We welcome feedback and see it as an opportunity to improve our services.

Contact Our Customer Service Team

For any questions about this complaints policy or to make a complaint:

Phone: 0333 577 6576
Email: James@solarsaveltd.co.uk
Hours: Monday to Friday, 8:00am – 5:00pm

This complaints procedure complies with the Renewable Energy Consumer Code (RECC) requirements and MCS certification standards.