
Complaints Procedure and Installation Terms
Complaints
If you have reason to complain about any aspect of our dealings with you, we will supply you with the following information:
- The name and contact details of the person with whom initial and ongoing contact should be made;
- The timescale for the sending of a written acknowledgement of a complaint;
- The details of the timescale within which the outcome of an investigation of the complaint will normally be completed
We will advise any complainant at the earliest opportunity if we consider we will be unable to meet our normal timescale for the investigation of complaints, and we will give reasons for the same and will advise the complainant of the new anticipated date of completion of the investigation.
If you have any questions on any aspect of this quotation, the contract or any other related issue please do not hesitate to contact us on 0800 422 0885.
MAKING A COMPLAINT
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.
We would like you to tell us what went wrong so we can put matters right.
HOW AND WHERE TO COMPLAIN
If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:
In writing – write to us and address your letter to Complaints Handler Name, Business Name, Full Registered Address
By telephone – call us telephone number during our office hours and ask for the Customer Services Department.
By email – email address
WHAT TO EXPECT
We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on a regular basis. If you need an update, please call us on telephone number and ask to speak to the person handling your complaint.
When we reply to your complaint, if you consider our response doesn’t fully address your concern, please let the person handling your compliant know so we can see if there is anything further, we can do.
IF WE CANNOT REACH AGREEMENT
Our aim is to resolve all complaints. However, if your compliant relates to finance and if you are not satisfied after receiving our final decision letter, or if eight weeks have passed you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
Financial Ombudsman Service can be contacted in writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
Should you require either this Contract or any other information we have supplied to you in large print, please contact us.
This Contract has been prepared to comply with all our obligations under the HIES Consumer Code and the Microgeneration Certification Scheme.
This contract details our obligations to you, and your obligations to us, if there is any point that we can clarify for you, please contact us.
The Quotation
The quotation we have given you is valid for 30 days from the date of issue. To confirm your order, you will need to sign both copies of this contract; you should keep one copy for your records and return the other copy to us at the address on the quotation. No contract will be in place until we confirm the order with you.
The quotation will document all goods and services we propose to supply, along with the total price for these goods and services including VAT We will provide you with a timetable for supplying the goods and carrying out the installation.
The quotation will include information as to the performance of the technology we have proposed to install. These performance estimates will be calculated according to the requirements of the appropriate MCS Standard.
We will discuss with you and provide you with information as to the location of key components. You will be given the opportunity to approve the site designs before work commences.
We will advise you on approvals and permissions that may be required for the work; however, it will be your responsibility to ensure that such approvals and permissions are in place.
If there are additional payments that you may have to make, such as planning costs, DNO fees, or if you need to consult a Structural Engineer, we will offer assistance and advice, but you will be responsible for these costs.
If there is a particular service or item of equipment that would normally be considered as part of the installation and you have requested that this not be included, then we will have documented this on the quotation.
Please take time to acquaint yourself with this contract, if there is anything you do not understand, or if you require clarification on any point, please contact us.
Right to cancel
Your rights under this contract
Should you decide within fourteen days of signing this contract that you do not wish to proceed, you may do so. Any advance payments we have taken from you will be returned. You should put your wish to cancel in writing, either by completing the Cancellation Form we have supplied to you, or by writing to us at the address on the quotation.
As a customer, you have a fourteen-day cancellation period that starts the day after you (or your nominated person) physically receive the goods. if you choose to cancel, any advance payments we have taken from you will be returned. To cancel, please inform us in writing by completing the Cancellation Form provided or by sending a written notice to the address listed on your quotation.
You may also cancel this contract if there is an unreasonable delay in the installation being carried out, if this has not been caused by you. You would also be entitled to a full refund if that delay has been caused by something outside of our direct control but not caused by you.
If you cancel this contract outside the cancellation period, you may have to pay to us reasonable costs for any losses we may have incurred. We will attempt to keep these costs to a minimum. If you have paid us a deposit or any advance payments, we may retain all or part of these payments as a contribution.
You will be entitled to cancel this contract if there is a serious delay in our ability to carry out the agreed work that is outside of your control, but within our control, you will be entitled to a full refund.
If we are in serious breach of our obligations as detailed in this contract then you will be entitled to cancel this contract, request a repair or replacement or you may be entitled to request compensation.
You can only recourse to these actions if the goods or services are incorrectly described or not fit for purpose. You will not be entitled to seek these remedies if you have changed your mind about the goods and services agreed to.
Effects of cancellation
Should you decide within fourteen days of signing this contract that you do not wish to proceed, you may do so. Any advance payments we have taken from you will be returned. You should put your wish to cancel in writing, either by completing the Cancellation Form we have supplied to you, or by writing to us at the address on the quotation.
Work begun prior to the expiry of the cancellation period
If you have agreed in writing that work will commence before the fourteen day cancellation period expires, and you subsequently cancel, you are advised that reasonable payment may be due for any work carried out. You must confirm to us in writing that work may commence before your cancellation period expires.
Our rights under this contract
If within fourteen days of us informing you in writing of a serious breach of your obligations to us you have failed to rectify this breach, we will have the right to cancel this contract.
Should we suffer any losses due to a breach of this contract then we will be entitled to reasonable compensation to cover these losses. We are required to attempt to keep all losses to a minimum.
Timetable for works
We will have agreed with you a timetable for carrying out the installation. By signing this contract, you are confirming that you agree with this timetable.
There can be occasions that this timetable may need to be varied, due to, for example, poor weather or unavailability of goods and services. We will inform you of any delay we become aware of at the earliest possible opportunity. We would then arrange a new mutually agreeable timetable.
In the case of severe delays to the delivery of goods then you may be offered different products of equivalent specification, value and quality, so long as they are MCS certified. You can either accept that offer, wait for the products you ordered or choose to cancel the contract without penalty.
Should the delay be caused by us, or by our suppliers, and that delay could be considered as severe by a reasonable person, you would be entitled to cancel this contract without penalty to you.
Should the delay be caused by you we will attempt to accommodate that delay without cost, However, if the delay incurs the company additional costs, for example, scaffolding, labour or additional materials required due to substandard hidden electrical or roofing issues or additional works requested by the client whilst installation is taking place, we will require that you cover these costs.
The Installation
The installation will be carried out strictly in line with the MIS Standard relevant to the technology, and to any document referred to within that standard. In addition, we will ensure at all times that we meet all our obligations under the HIES Consumer Code.
The goods we supply will be of satisfactory quality and fit for the purpose. They will operate as we have described to you. Ancillaries to the installation will be itemised separately. Panel configuration may be subject to change on day of installation, but strictly with the clients engagement and authorisation.
We will have insurances in place which will cover any loss or damage caused by us or our agents.
You will be required to supply to us normal services free of charge; this would include toilet, washing, water facilities and electricity. You should also ensure we have safe and easy access to the installation area.
Any work to prepare for the installation, carried out by you or a third party that you employ should be carried out in line with the agreed start date for the installation. If this work has not been completed and a consequent delay is caused you may be liable for any costs incurred by us for such a delay.
The work will be carried out by personnel trained in each of the tasks they are assigned.
You will be given warranties for both the installation itself and for the installed goods. The terms of these warranties will be given to you in writing and we will explain them to you verbally
The operation of any mobile application associated to the installed system is the responsibility of the system manufacturer, not the installer and is covered in the applications own terms and conditions.
Within seven days of invoice settlement following the completion of the installation, we will hand over to you all documentation required as set out within the appropriate Microgeneration Installation Standard.
Deposits, advance payments and goods purchased with deposits and advance payments
Any deposits and advance payments that you make to us can only be used to carry out work under this contract.
We are required under the HIES Consumer Code to protect any deposits and advance payments you make to us, up to 25% or to the value of £5,000, whichever is the lower amount, as well as the Workmanship Warranty, with an insurance policy. To comply with this requirement all orders and contracts will be registered on the HIES Job Registration System within 2 working days of the order/contract being signed by the customer.
You will be entitled to claim on this policy should we fall into receivership, bankruptcy or administration.
If we have requested a deposit, then this deposit will not exceed 25% of the total contract price set out in the quotation. Should you decide to cancel this contract within the cancellation period, then this deposit will be returned to you promptly.[NOTE: HIES will not cover deposits or advance payments in excess of 25%]
If we have requested advance payments in addition to a deposit, the total of all advance payments and deposits will not exceed 60% of the total contract price.
We will not request advance payments to be made any more than 3 weeks from the agreed delivery or installation date.
If we have requested a deposit before a full technical assessment of your property has been made, and we are unable to proceed because of something discovered during that technical inspection, then any deposits or advance payments will be returned.
The quotation will set out in detail when invoices will be sent and the amounts due for each payment.
Goods belonging to us
Any goods belonging to us that have been delivered to you should remain clearly identifiable as our property. Until the title to the goods is transferred to you the goods should be stored in such a way as they are protected from damage. They should be kept in their original packaging. Should you fear for the safety of the goods in any way, or you feel that the goods are causing any form of hazard you should contact us.
Where products and materials are delivered to, or stored at, the installation site you, the customer, shall not be liable for inspection, storage or handling of those goods. This does not preclude us asking you to check the goods received for any visible damage, and to ensure they are correct.
Should you terminate the contract for any reason, then we will make arrangements with you to collect the goods. If this happens then we will reimburse you if any of your money was used to purchase a proportion of the goods. If you do not make adequate and reasonable arrangements with us to allow the goods to be collected, we retain the right to take legal proceedings to recover the goods or their value. The amount of any reimbursement may be reduced by any reasonable costs we may have incurred.
Changes to the planned work
If you decide to make changes to any planned work after you have signed this contract you should contact us without delay. Wherever possible we will incorporate your changes and if we are not able to do so we will inform you as to why it is not possible for us to do so.
Where we are able to agree to your changes, we will require that you set out, in writing and within fourteen days, confirmation of your request.
You need to be aware that any changes to the original design may mean an adjustment to the cost of the installation. Any adjustment in the cost, either in addition or subtraction will be dealt with as a Variation of Contract and we will adjust the price by written agreement with you.
There can be occasions when we come across unexpected work. Should this arise, we will discuss this with you. If it is an area of work in which we are competent to operate, we will issue you with a quotation to complete that work. We will have documented on the quotation the normal rate for the work of our installers. If the work is outside our area of competence, we will assist you in finding a suitably qualified contractor to carry out the work. If this unexpected work causes a delay in the installation process, we may need to make reasonable charges for this delay.
Late payment
You should make the payments agreed on the quotation as they become due. The final payment will be due on completion of the installation. If you fail to make any agreed payment, we may cease work. If you fail to pay the amount specified in an invoice sent to you by the agreed due date, then we reserve the right to charge you interest until you pay the amount due. The interest rate we will charge will be 3% above the Bank of England base rate.
It is not permissible under this contract to withhold any more than a proportionate amount of the outstanding balance for any alleged defect with the supplied and installed system. Mobile applications are not recognised under defect as are the responsibility of the mobile contract user, If you do withhold any amount after a payment has become due, you should give us notice of your intention before the final date on which payment is due. You should also, with that notice, state the reasons for withholding payment.
If we intend to cease work, we will give you notice of this in writing.
If you are in breach of this contract because you have not made a payment that was due to us and we have ceased work, you may have to compensate us for any additional costs we have incurred.
Dependent on the circumstances, we may require that the goods are returned to us. If necessary, we will take legal proceedings to recover the goods or/and any outstanding amounts due to us.
Residential Services
Power your home with the sun
The rewards are countless…
Provide energy security for your family
Reduce your bills and reliance on the national grid
Improve your homes energy performance rating (EPC)
Become you own green power station
Reduce your carbon footprint (Average of 20 trees saved)
You will do your part to slow global warming.
Exceptional financial savings with added benefits on your investment.
Saves money, Saves carbon, Saves lives..
The process is simple
Free onsite inspection (photos, environmental and structural detail lodged)
No obligation quotation emailed Installation and scaffold booked usually 3 weeks ahead.
Installation and commission in a single day.
Surveyor returns to update your free updated EPC survey.
You are now operational and certificates updated... Simple.
Commercial solar only for your business.
More and more businesses are using solar to reduce their running costs. With prices dramatically dropped over the last 10yrs more and more businesses have seen the benefits of using solar to run their office, machinery, and many other electrical equipment.
Unlike households, which tend to use more energy before 9am and after 5pm, most businesses operate (and therefore use the vast majority of their electricity) between 9am-5pm.
If you have a business with unused roof space, why let it go to waist. Dramatically drop your running costs.
There are not many things that go down in price over a long period, but solar panels have. 15 year ago, prices were up to triple the price they are now. Systems have advanced and generate more power.
Commercial Services
Get your Free Energy Audit today!














