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?

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

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.

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.

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.

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

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).

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

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

EPVS and Consumer Code

Alternative Dispute Resolution (ADR) Provider

Insurance Backed Guarantee (IBG) Provider

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).