MCS and Trustmark – We are accredited through NAPIT for:

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• Solar Photovoltaic (PV) Systems

• Ground/Water Source Heat Pump Systems

• Air Source Heat Pump Systems

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Here is our Trustmark profile.

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You can find the Trustmark Code of Conduct here.

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Your Energy Your Way Complaints Procedure and Resolution Process

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We always endeavour to provide the best service.  However, on rare occasions there may be times where a customer may not be completely satisfied. 

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To ensure we can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards we aim to achieve.

 

Please contact us straight away with any concerns either by phone or email.

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Complaint Procedure

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We will acknowledge your complaint in writing within two working days of receiving it. We will look into it and report our findings to you within ten working days. Where a site visit is needed, we will aim to inspect within five working days, and within 24 hours where you are left without heating or hot water as a result of the issue. If we cannot meet any agreed timescale we will keep you informed and agree a new one with you​.

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We may request further information in writing. The subsequent investigation, outcome and remedial actions will be documented.

​​ If any part of your installation was carried out by a subcontractor, your complaint stays with us. You never need to chase a subcontractor yourself; we take full responsibility for putting things right and manage any subcontractor separately. We will arrange a convenient date to come and view and/or remedy the situation where required.

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If you are in vulnerable circumstances - for example because of age, health, disability or financial difficulty - please tell us. We will take extra care, make reasonable adjustments to how we communicate, and you are welcome to have a trusted friend, relative or representative help you or be present at any visit.

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You may ask a consumer representative or observer to help you deal with your complaint. If you do, we will co-operate fully with them.

 

 If we cannot resolve your complaint to your satisfaction, you can escalate it. There are two independent routes, and either or both may apply:

• RECC route. As members of the Renewable Energy Consumer Code (RECC), you can use RECC's free, independent dispute resolution service, provided by Green Homes Dispute Resolution (GHDR). Raise a dispute at ghdr.org.uk, telephone 0204 616 0015, or email hello@ghdr.org.uk.

• MCS route. For the MCS-certified parts of your installation, you can raise your complaint with MCS through the MCS complaints process (mcscertified.com). If it cannot be resolved that way, it will be referred to an independent Alternative Dispute Resolution (ADR) provider appointed and funded by MCS. At the time of writing this is the Dispute Resolution Ombudsman (disputeresolutionombudsman.org).

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Complaints about the technical standard of an MCS installation, for example workmanship, sizing, design or the MCS certificate, are dealt with through the MCS route and our Certification Body, NAPIT, rather than through GHDR. If you are not sure which route applies, contact us and we will point you the right way.

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We will co-operate fully with whichever process applies.

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We have business insurance providing:

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• Employers’ Liability to £10M

• Public and Product liability to £5M