We’re committed to resolving any concerns quickly and fairly. Here’s how to raise a complaint, what happens next, and what you can do if you’re not satisfied.
Contact us straight away using any of these.
Monday to Friday, 9am to 5pm. Our team will listen to your concerns and work to resolve them where possible.
Please include your name, contact details, installation address and a clear description of the issue.
Leave your details on our contact page and we’ll call you back to take the details of your complaint.
At SolarSave Ltd, we are committed to providing excellent service to all our customers. However, we recognise 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.
A complaint is any expression of dissatisfaction with our service, our team or our processes. This includes concerns about:
First
Within 5 working days
We will arrange to inspect your system if required.
During the investigation
Within 10 working days
We will investigate your complaint thoroughly and provide you with a clear report of our findings.
In writing
We will provide a full written response that includes:
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 remain dissatisfied with our response, you have several options:
Step 1
Contact us within 20 working days of receiving our response, explaining why you remain dissatisfied. We will review your case again.
Step 2
As we are RECC members, you can contact the RECC administrator directly:
The RECC Renewable Adjudication Service provides independent resolution, and their findings are final and binding if accepted by you.
Also
If your complaint is about something urgent, such as a fault that has stopped your system working, please call us on 0333 577 6576 rather than writing, so we can deal with it as quickly as possible.
We view complaints as valuable feedback that helps us improve our services. We:
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.
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.
For any questions about this complaints policy or to make a complaint:
This complaints procedure complies with the Renewable Energy Consumer Code (RECC) requirements and MCS certification standards.
