If something hasn't gone to plan, we want to know. Here's exactly how we'll handle it — and how to escalate if you're still not satisfied.
Last updated: 24 May 2026
Get in touch using whichever is easiest:
Please include your order reference, the names of any engineers involved, and a clear description of the issue.
We'll acknowledge your complaint in writing within 3 working days and tell you who is investigating.
We aim to give a full written response within 10 working days. If we need longer (for example, we need to revisit the site), we'll keep you updated every 10 working days.
If you're satisfied with our resolution, we'll close the complaint. If not, we'll issue a "final response" letter setting out our position and your right to escalate.
If you're still unhappy 8 weeks after first raising the complaint, you can refer it free of charge to:
HIES Alternative Dispute Resolution
Suite 11, Manor Park, Sheffield S2 5XS
hiesscheme.org.uk
HIES are an independent ombudsman whose decision is binding on us but not on you — you can still pursue other legal remedies if you prefer.
For complaints about credit or finance, you can also contact the Financial Ombudsman Service.