Complaints Procedure
Our commitment to you
We take pride in doing things properly. But if something doesn't meet your expectations, we want to know about it so we can put it right.
Fast response
Acknowledged within 2 days
Fair resolution
We aim to resolve in 14 days
Written response
Clear, documented outcomes
How to raise a complaint
Contact us directly
Email us at hello@propersolar.co.uk with details of your concern. Include your name, installation address, and a clear description of the issue.
We'll acknowledge within 2 working days
Investigation
We'll look into your complaint thoroughly. This may involve speaking with your installer, reviewing records, or arranging a site visit if needed.
We aim to resolve within 14 days
Resolution
We'll contact you with our findings and proposed resolution. If work is needed, we'll arrange it promptly.
You'll receive a written response
Escalation (if needed)
If you're not satisfied with our response, you can escalate to alternative dispute resolution or relevant industry bodies.
We'll provide details of next steps
Contact us about a complaint
Email (preferred)
hello@propersolar.co.ukPlease include: your full name, installation address, date of installation (if applicable), and a clear description of your concern.
What to include in your complaint
- Your full name and contact details
- The address where work was carried out
- Your booking or reference number (if you have it)
- Date of installation or quote
- A clear description of the issue
- Photos if relevant (e.g., damage, quality concerns)
- What outcome you're looking for
Alternative dispute resolution
If we can't resolve your complaint to your satisfaction, you may be able to use alternative dispute resolution (ADR). Relevant bodies include:
For EV charger installations
The Dispute Resolution Ombudsman handles consumer disputes for TrustMark registered businesses.
disputeresolutionombudsman.orgFor solar and battery installations
Solar and battery installations may have access to the Renewable Energy Consumer Code (RECC) dispute resolution.
recc.org.ukYour legal rights
This complaints procedure does not affect your statutory rights under the Consumer Rights Act 2015 or other consumer protection legislation. You always have the option to pursue your complaint through the courts, though we hope to resolve matters before that becomes necessary.
Hopefully you won't need this page
We work hard to get things right first time. If you're thinking of getting solar, battery storage or an EV charger installed, here's how we do things properly from the start.