Complaints Procedure

At Solar Xpress Installations, we work hard to make sure every customer is happy with their solar panels, battery storage and installation from start to finish. Occasionally things don’t go to plan, and when that happens we want to hear about it so we can put it right quickly and fairly.

This procedure explains how to raise a complaint, what we will do once we receive it, and what you can do if you’re not satisfied with our response.

Solar Xpress Installations Ltd is a member of the Renewable Energy Consumer Code (RECC). This means we follow the standards set out in the Code, and you have access to independent Alternative Dispute Resolution (ADR) if we are unable to resolve your complaint between us.

How to Make a Complaint

Please contact our Complaints Manager directly:
Nick Verrier Complaints Manager Solar Xpress Installations Ltd
Telephone: 0333 366 1041 Email: complaints@solarxpressinstallations.co.uk Post: Complaints Manager, Solar Xpress Installations Ltd, Unit 2a, Ardane Park Phoenix Avenue, Green Lane, Industrial Park, Featherstone, West Yorkshire, England, WF7 6EP

You can make a complaint by phone, email or in writing. To help us deal with it as quickly as possible, please include:
Your full name, address and the best way to contact you
Your installation address and order or reference number, if you have it
A clear description of the problem and when it started
Photographs, documents or any other supporting information
What you would like us to do to put things right
If you need any help making your complaint, or need us to make any adjustments to how we communicate with you, just let us know. You’re also welcome to ask a friend or family member to contact us on your behalf.

What Happens Next

1. We acknowledge your complaint We will acknowledge your complaint in writing within 5 working days of receiving it. We’ll confirm who is handling it and when you can expect to hear from us.

2. We investigate Nick Verrier will establish the nature and scope of your complaint and review it with the relevant members of our team. This may include looking at installation records, photographs, commissioning checklists and any previous correspondence. Where needed, we may ask to arrange a visit to inspect the system.

3. We give you our final response We will send you our final written response within 4 weeks of receiving your complaint. This will clearly set out:

What we found

Our decision and the reasons for it
What we will do to put things right, including any remedial work or compensation (with a clear explanation of how any compensation has been calculated)

Your right to refer the complaint to Alternative Dispute Resolution if you are not happy with the outcome
If, for any reason, we are unable to provide our final response within 4 weeks, we will write to you to explain why and let you know that you can refer your complaint to Alternative Dispute Resolution straight away.

Complaints resolved quickly

If we can resolve your complaint to your satisfaction within 3 working days, we will send you a short written confirmation summarising the complaint and how it was resolved. If you later decide you are not happy with that outcome, you can come back to us for further consideration, or refer the matter to Alternative Dispute Resolution as set out below.

If You Are Not Satisfied: Alternative Dispute Resolution
As a member of the Renewable Energy Consumer Code (RECC), we give all of our customers access to independent Alternative Dispute Resolution.
RECC’s approved ADR provider is Green Homes Dispute Resolution (GHDR), a free and independent service that resolves complaints about domestic renewable energy systems, including solar PV and battery storage. GHDR is run by Renewable Energy Assurance Limited, which also administers RECC.
You can refer your complaint to Green Homes Dispute Resolution if:
You have received our final response and are not happy with it, or
4 weeks have passed since you made your complaint and you have not received our final response

If you have received our final response, you must refer your complaint to GHDR within 12 months of the date of that response.

Green Homes Dispute Resolution Website: www.ghdr.org.uk (select “Raise a Dispute”) Telephone: 0204 616 0015 Email: hello@ghdr.org.uk
The service is free for consumers. We will co-operate fully with Green Homes Dispute Resolution in investigating your complaint and will comply with any decision it makes.

You can find out more about the Renewable Energy Consumer Code at www.recc.org.uk.

Complaints About Finance

If your complaint relates to a finance agreement arranged in connection with your installation, you may also have the right to refer it to the Financial Ombudsman Service, free of charge. You must do so within 6 months of the date of the final response from us or your finance provider.

Financial Ombudsman Service Exchange Tower, London E14 9SR Telephone: 0800 023 4567 or 0300 123 9123 Website: www.financial-ombudsman.org.uk
Your Other Rights

Using our complaints procedure or Alternative Dispute Resolution does not affect your statutory rights. You remain free to seek independent advice at any time, including from Citizens Advice (www.citizensadvice.org.uk), or to take legal action.

Our Commitment

We record every complaint we receive and review them regularly so we can learn from them and keep improving the service we provide. We will treat you fairly, keep you informed throughout, and aim to resolve every complaint as quickly as possible.
Solar Xpress Installations Ltd