Complaints

What counts as a complaint?

A complaint is any expression of dissatisfaction with any part of our service whether oral or written and whether justified or not, from or on behalf of a customer or potential customer.

On this page you will find information on our complaints procedures.

Don’t hold back your feedback

We value your feedback. If you have any comments or questions about any aspect of our services, please contact the Solarcentury team on 0800 334 5996.

We are committed to providing a high standard of service to you and all our customers. Occasionally however we get things wrong. If this happens we want to hear from you because we’re really passionate about getting it right.

Talk to us first so we get a chance to put things right.
If you have a complaint about technical aspects of your solar installation, log into SolarcenturyOnline or call us on 0800 334 5996.

Click here if you have a complaint about our credit brokerage activities

Steps to resolving your complaint

We’ll do everything we can to put things right straight away and with the minimum of inconvenience to you, but more complex issues can take a little longer.

If we can’t resolve your complaint by the end of the next working day, we will send you an acknowledgement letter within five working days, unless your complaint relates to our credit broking activities (in which case the procedure is set out below). This will explain what will happen next and when you can expect to hear from us again. After that, we’ll continue to investigate and work with you to find a solution. Finally, we’ll send you our final response by letter. The resolution of your complaint might include actions to put our mistakes right, an apology, an explanation and compensation.

If you’re not happy with our response

If you feel our response hasn’t resolved things properly, please tell us. We would appreciate one last chance to put things right.

Taking your complaint further

If you are still not satisfied with how we have dealt with your complaint:

1. 1. If the complaint is partly or wholly about technical aspects of your solar installation, you can contact our MCS installer certification body: ELECSA. You can find out more or contact them directly here http://www.elecsa.co.uk
2. 2. If the complaint is about matters within the remit of the Renewable Energy Consumer Code (RECC), you can contact RECC. You can find out more on the “How to Complain” section of their website here https://www.recc.org.uk/consumers/how-to-complain.

Complaints about our credit brokerage activities

If you are not satisfied with any aspect of the service we have provided in introducing you to Shawbrook Bank Limited and providing you with information about the fixed sum restricted use credit product that they offer (our Credit Introduction), we would like you to tell us your concerns to enable us to address them.

If you have any issue with our Credit Introduction, please contact us.

Upon receipt of your complaint we will do our best to resolve your complaint informally within three business days after the day we receive your complaint.

Where we resolve your complaint within this period we will send you a document called a Summary Resolution Communication, which will set out the outcome of your complaint and your rights to refer it to the Financial Ombudsman Service for review if you change your mind.

Where we are unable to resolve your complaint informally within this period, we will tell you who is dealing with your complaint and provide you with anticipated timescales for our investigation.

We will normally send you a written acknowledgement of your complaint within five working days, which will include this information.

We will write to you (or call you if you prefer) within two weeks to let you know what action we plan to take, and give you an estimate of the date by which we expect our investigation to be complete.

We will write to you again, no later than four weeks after receiving your complaint, to let you know the outcome of our investigations, or, if our investigation is not yet complete, when we expect to complete it. If for some reason we have been unable to reach a resolution at this stage and further investigations are required, we will write to you at this stage informing you of the reasons for the delay.

We will issue a final response letter within eight weeks of receiving your complaint. If you are dissatisfied with our final response or you do not receive it within eight weeks you can ask the Financial Ombudsman Service (also known as FOS) to review your complaint. You should contact the Financial Ombudsman Service within six months of receiving our final response letter.

The FOS can be contacted in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9GE, or complaint.info@financial-ombudsman.org.uk or by telephone at 0800 023 4 567 or 0300 123 9 123 (local rate for mobiles).

We will keep records of your complaint in order to comply with our legal and regulatory obligations.

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