I HAVE A COMPLAINT ABOUT MY INSTALLER AND/OR INSTALLATION
If you have an issue(s) with your installer and/or your installation, you should first inform your installer. Do this by sending a formal letter of complaint, outlining your concerns. You should then allow your installer 10 working days to respond to your complaint.
Your installer will need time to investigate and resolve your complaint and this will depend on the complexity of the issue. They should be able to provide you with their complaints process, which should include timeframes to acknowledge the complaint and either to resolve, close or keep you updated on its progress.
If, after allowing your installer the opportunity to resolve your issue(s) you are not happy with the outcome, you then need to notify us by completing our complaint form and attaching any supporting documentation. We will acknowledge your complaint within 5 working days and inform you of any action that has, or will, take place.
Depending upon the nature, we may need to refer your complaint to your installer’s Certification Body, Alternative Dispute Resolution (ADR) provider and/or the Energy Performance Validation Scheme (EPVS).
WHAT IS A CERTIFICATION BODY?
In order to become accredited with a Certification Body your installer will have had to undergo a rigorous assessment process and demonstrate their competence to carry out certain installations. They must also undergo annual assessments to ensure continued competence.
If your complaint is with the installer’s workmanship or relates to any safety issue, then we may refer your complaint to the appropriate certification body to investigate and assess whether the installation has been completed following the appropriate certification standards.
WHAT IS ALTERNATIVE DISPUTE RESOLUTION?
Alternative Dispute Resolution is an unbiased process whereby your complaint is accessed by a neutral person who then communicates with both parties in order to reach a fair conclusion. If required, the ADR provider can instruct an independent inspection of the installation to gain better insight into any issues.
In the event a conclusion cannot be agreed upon, your complaint would then be forwarded to the Ombudsman who will make a final decision on the situation without having to go through the courts. The Ombudsman’s decision is legally binding on the installer.
Whether your complaint relates to customer service issues, system faults, incorrect product/system installed or anything else, if we are not able to resolve it quickly and informally for you, it is likely we will refer your complaint to your installer’s ADR provider. The outcome of any complaint which has been dealt with by the ADR provider will be shared with Flexi-Orb, allowing us to take action against the installer, if necessary.
WHAT IS EPVS?
EPVS is a certification standard that validates the processes used by installers, to ensure consumers are provided with accurate performance and savings estimates when purchasing renewable energy products.
If your complaint relates to the performance of your system and/or any savings you feel you are not achieving, then we can pass your contractual paperwork to EPVS to carry out their validation checks.