Start with the installer
Write to the installer, by email or letter, describing the problem, when it started and what you want done. Give them a reasonable time to respond. Keep copies. Most consumer codes expect you to have given the installer the chance to put things right before they will step in, and a written record shows you did.
The consumer code
Installers in the Boiler Upgrade Scheme must belong to a consumer code; Ofgem lists HIES, RECC and MCS. Each has a route for complaints that the installer has not resolved.
- RECC says it offers dispute resolution, through Green Homes Dispute Resolution, at no cost to the consumer, and that its members' workmanship warranty of at least 2 years comes with financial protection if the installer fails to fix a problem or stops trading.
- HIES lists alternative dispute resolution among its homeowner protections, together with insurance-backed warranties and deposit protection.
- MCS has its own consumer code; check its website for its complaints process.
Find out which code your installer belongs to (it should be in your contract), then follow that code's process.
Certification concerns
If your concern is about whether the firm was properly certified, or about the standard of an installation as an MCS matter, the firm's MCS register entry shows its certification body. That is the organisation to approach about certification.
Logo misuse and misleading claims
TrustMark says misuse of its logo can be reported to it, and that it refers persistent cases to Trading Standards. Misleading advertising, such as savings figures with no basis or grant claims without eligibility, can be reported to the Advertising Standards Authority.
What to keep
- The quote, the contract and any written design.
- Receipts for every payment.
- The MCS certificate, commissioning record and warranty documents.
- Your letters and emails with the installer, with dates.
- Photographs of the problem.
A complaint that arrives with these is much easier for anyone to act on. If you want to know which body fits your situation, ask through the form below; we answer by email, but we cannot take up a complaint on your behalf.
Writing the complaint
A clear complaint is quicker to resolve. Include:
- Your name, the address of the installation and the date of the job.
- What is wrong, when you first noticed it and what you have already tried.
- What you want: a repair, a refund of part of the price, or completion of unfinished work.
- Copies (not originals) of the contract, the relevant invoice and any photographs.
- A reasonable date by which you would like a reply.
Keep your tone factual. If the matter later goes to a dispute scheme, your letter will be read by someone who was not there.
If the problem is with the grant
If a grant application is refused, only the installer can ask Ofgem to review the decision, and it has a short time to do so. Raise it with the installer straight away. If the problem is that the installer asked you for the grant amount while the application was going ahead, the rules are on your side: the installer must deduct it and may not ask for it unless the application is refused or the voucher revoked.
Writing a complaint that gets a response
Keep a complaint short and specific. Say what was agreed, what happened instead, what you want done and by when. List the documents: the quote, the contract, the design, receipts and any photographs. Send it in writing to the address or email on the contract, and keep a copy. A reasonable deadline gives the firm a fair chance to put things right and gives you a clear point at which to move to the consumer code. If you speak to the firm by phone, follow up with an email summarising what was said, so the record stays complete.
Throughout, stay factual and polite, even when you are frustrated. A dispute service reads the correspondence, and a calm, well-documented record makes your case far easier to follow than an angry one. If you are unsure of your rights at any point, Citizens Advice can explain them before you take the next step.