The expertise of members together with the high standards of service set out in this Code should ensure that the overwhelming majority of to the energy generators supplied and installed under the scheme are free from manufacturing or installation faults. Occasionally, however, problems can and do occur.

This scheme has been set up with the intention of providing a means of complaint resolution that should be cheaper, faster and more effective than court action. Nothing in this Code prevents the consumer from seeking a legal remedy to their complaint, if they consider this to be the more appropriate action.

If you want to complain about the standard of service they have received, or about any other aspect of the contract, you should use the procedure set out below. If you want to complain about the technical aspects of the installation of a small-scale renewable generating system you should report it to the relevant MCS certification body. This diagram will show you who is responsible for which complaints.

1. the consumer must tell the member he or she agreed the contract with about any complaint they have as soon as possible, and no later than three months, after they have first noticed the problem;
2. as soon as reasonably possible after receiving the complaint, and at most within 20 working days from receiving the complaint, the member will arrange to inspect the system.
3. where a consumer is without heating or hot water as a result of the situation that has led to the complaint, the member will arrange to inspect the system within 24 hours of receiving the complaint;
4. the member will consider the details of the complaint and report the findings clearly to the consumer within seven working days from this inspection (if there is a possible safety issue arising from the complaint, the member will report back as a matter of urgency);
5. the member will try to find an agreed course of action to resolve the complaint speedily and effectively to the consumer's satisfaction;
6. if the consumer is not satisfied with the remedy offered by the member, they may notify the scheme administrator using this pdf complaint form or online here;
7. the scheme administrator will log the complaint and acknowledge receipt of the notification within three days;
8. the scheme administrator will contact the member to request a report on the situation;
9. the scheme administrator will request the member to explain how they intend to resolve the complaint speedily and effectively;
10. if a complaint cannot be sorted out through the above procedure, the member or consumer can use the conciliation service set out in section 9.2, below;
11. members will not take action through the courts without first trying to solve the problem through the conciliation service, except in the way expressly set out in this section.

The consumer may use a consumer representative or observer to help deal with a complaint. In this case, members must co-operate fully with this person. In the event that the complaint is of a technical nature the scheme administrator will seek the consumer's consent for the details to be shared with the relevant MCS certification body and the relevant trading standards department.

Conciliation service & Independent arbitration

Please click the following links for information on our Conciliation service & Independent arbitration.

Complaints process

The way we handle your complaint will depend to some extent on its nature and when we receive it. The diagram here shows you how we decide on the process, and how we work jointly with MCS and the certification bodies to resolve complaints.

Click here to download this diagram as a PDF