Customer care
Complaints Procedure
How to raise a concern about our service in Aberdeen and Aberdeenshire, and what we do to put it right.
Quick answer
If you are unhappy with any part of your enquiry or installation, contact us by phone, email or post and explain what went wrong. We will acknowledge your complaint, look into it fairly and reply in writing. This page sets out each step, the timescales we work to and where to get independent advice.
How do I raise a complaint about my solar enquiry or installation?
You can contact us by email, phone or post and we will acknowledge your complaint within two working days. The fastest route is usually a phone call to 0141 230 0198, where we can understand the issue and start looking into it immediately. If your complaint relates to installation work carried out by one of our MCS-certified partners, we will involve the installer directly in resolving it.
- Email: info@scottishenergyefficiency.co.uk
- Phone: 0141 230 0198
- Post: 66 Paul Street, London EC2A 4NA
What happens after I complain?
We acknowledge every complaint within two working days and aim to resolve it within 14 working days. If the complaint involves installation work, we contact the MCS-certified installer on the same day to arrange an inspection or site visit where needed. You receive a written response explaining what we found and what we will do to put it right.
Can I get independent consumer advice in Scotland?
Yes. If we cannot resolve your complaint to your satisfaction, you can get free, impartial consumer advice from Advice Direct Scotland, the Scottish Government-funded consumer service. They can help you understand your rights and next steps. Contact them at consumeradvice.scot or call 0808 164 6000.
What is the MCS Consumer Code?
MCS-certified installations are covered by the MCS Consumer Code, which provides additional consumer protections beyond our own complaints process. If your complaint relates to the quality or safety of an installation carried out by an MCS-certified partner, you can raise it with MCS directly through the MCS consumer page. MCS will investigate and work with the certified installer to resolve the issue.
What if my complaint is about how you handle my data?
For complaints about how we handle your personal data, you have the right to contact the Information Commissioner's Office (ICO), the UK data protection regulator. You can make a complaint at ico.org.uk/make-a-complaint. You can also see our privacy policy for full details of how we collect, use and protect your data.
What if the matter is still not resolved?
If the complaint remains unresolved after following our process and seeking independent advice, you retain the right to pursue the matter through the courts. We will cooperate fully with any legal or regulatory process and provide all relevant documentation on request.
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Key facts for Scotland
Your rights as a customer
- The Consumer Rights Act 2015 requires services to be carried out with reasonable care and skill.
- Advice Direct Scotland (consumeradvice.scot) gives impartial consumer advice to people across Scotland.
- Most contract claims in Scotland must be raised within five years under the law of prescription.
- We install through MCS-certified partners, who work to MCS installation standards.
- Keeping your quote, invoices and handover documents helps any complaint to be resolved quickly.
Common questions
How do I make a complaint about my solar enquiry or installation?
Contact us by phone on 0141 230 0198, by email or by post and explain what went wrong, including any dates and reference details. We will acknowledge your complaint, look into it fairly and reply in writing. Keeping your quote, invoices and handover documents to hand will help us resolve it faster.
What can I do if I am not happy with the outcome?
If you are not satisfied with our final response, you can get impartial advice from Advice Direct Scotland, the national consumer advice service, at consumeradvice.scot. They can explain your rights under consumer law and the options available to you. You can also seek independent legal advice about your situation if you prefer.
What are my rights if an installation is not carried out properly?
Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill. If it is not, you can ask for the work to be put right at no extra cost within a reasonable time. If that is not possible, you may be entitled to a price reduction.