consumer charter guide

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This guide is designed to help you navigate your way through any potential questions or issues you may experience throughout your guarantee period.

Download the consumer chaRTER GUIDE PDF

The table below details who to contact, depending on your query.

What is your query?

I haven’t received my Insurance Backed Guarantee

Please contact the Insurance Provider who the installer has said your installation is registered with.

I haven’t received my building regulations certificate of compliance

Please contact the installer in the first instance. If you are unsatisfied with their response then please contact the installer’s:

  • Certification Body or Competent Person Scheme who should have a record of your installation if it’s registered; OR
  • ADR Provider or Consumer Code if you are not satisfied.
I haven’t received a confirmation from my local Distribution Network Operator (DNO)

Please contact the installer in the first instance. If you are unsatisfied with their response then please contact the installer’s ADR Provider or Consumer Code.

I have a problem with my installation

Please contact the installer in the first instance. If you are unsatisfied with their response then please contact the installer’s:

  • Certification Body or Competent Person Scheme if it’s a technical installation problem;
  • ADR Provider or Consumer Code if the installer is not dealing with your query; OR
  • the Manufacturer if it’s to do with the product not functioning.
I have a problem with the conduct of the installer

Please contact the installer’s Consumer Code or ADR Provider.

I believe I have been mis-sold

Please contact the installer’s Consumer Code or ADR Provider.

If your installer is a member of the Energy Performance Validation Scheme (EPVS) then they will independently review your complaint (if your installation is registered).

My installer has ceased to trade and I have a problem with the installation

Please contact the Insurance Provider named on your Insurance Backed Guarantee certificate.

I have a dispute with the installer

Please contact the installer’s Consumer Code or ADR Provider.

Please be assured that if you have used a Flexi-Orb member then we are on hand to help, and we have provided a useful contact guide below.

Organisation Checklist

We acknowledge that by using terms such as Certification Body, Consumer Code, ADR Provider etc., you may not necessarily know which organisation does what. Therefore, we have provided you a list of the organisations and the category they fit in. Hopefully, this will help you identify which organisation(s) your installer has an association with.

Certification Body / Competent Persons Scheme

Blueflame Certification

t: 0845 194 9031
w: blueflamecertification.com 

Gas Safe Register

t: 0800 408 5500
w: gassaferegister.co.uk

EPVS and Consumer Code

The Motor Ombudsman

t: 0345 241 3008
w: themotorombudsman.org

Alternative Dispute Resolution (ADR) Provider

Flexi-Orb

t: 0330 052 5036
w: flexi-orb.com

The Motor Ombudsman

t: 0345 241 3008
w: themotorombudsman.org

Insurance Backed Guarantee (IBG) Provider

Consumer Protection Association

t: 01462 850064
w: thecpa.co.uk

Download the consumer chaRTER GUIDE PDF

Flexible Energy Oversight Registration Body (Flexi-Orb) is a trading style of Certi-fi Schemes Limited. Registered address: Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, Lancashire, England, PR25 3GR. Registered in England (Company Number 08823843).