Complaints Procedure

Last updated: March 2026  |  Joe Solar Ltd, Worksop, Nottinghamshire

At Joe Solar Ltd, we are committed to providing excellent service. We recognise, however, that there may be occasions when things do not go as expected. If you are unhappy with any aspect of our service or installation, we want to hear from you so we can put things right.

This procedure explains how to raise a complaint and what you can expect from us in response.

How to Make a Complaint

You can raise a complaint in any of the following ways:

Please provide the following information when contacting us:

• Your full name and contact details
• Your installation address
• Your installation reference or job number (if known)
• A clear description of your complaint
• What outcome you are hoping for
• Copies of any relevant documents, photographs or correspondence

Our Complaints Process

1. Acknowledgement

   We will acknowledge receipt of your complaint within 3 working days of receiving it. We will confirm the name of the person handling your complaint and provide a reference number.

2. Investigation

   We will investigate your complaint fully. This may involve reviewing documentation, speaking with our installation team, and where relevant, arranging a site visit to inspect the work. We aim to complete our investigation within 14 working days.

3. Response

   Once our investigation is complete, we will send you a written response setting out our findings, any actions we intend to take, and how we propose to resolve the matter. If we cannot resolve your complaint within 14 working days, we will write to you explaining why and provide an updated timescale.

4. Resolution

   Where your complaint is upheld, we will take appropriate action, which may include remedial work, a partial or full refund, or another remedy as appropriate to the circumstances. We will confirm the agreed resolution in writing.

If You Are Not Satisfied

If you are not satisfied with our response or the resolution offered, you may escalate your complaint as follows:

MCS Consumer Code

As an MCS-certified installer, we are bound by the MCS Consumer Code. If your complaint relates to an MCS-certified installation and you are a domestic consumer, you may refer your complaint to the MCS Consumer Code scheme if it remains unresolved after our internal process.

More information is available at: mcscertified.com

RECC (Renewable Energy Consumer Code)

If we are a RECC member, consumers also have access to RECC’s independent dispute resolution service. Details are available at: recc.org.uk

Alternative Dispute Resolution (ADR)

If internal escalation and the above schemes do not resolve your complaint, you may be able to use an Alternative Dispute Resolution (ADR) service. We will provide details of any applicable ADR scheme in our final written response to your complaint.

Legal Action

Nothing in this complaints procedure prevents you from taking legal action if you choose to do so.

Finance-Related Complaints

If your complaint relates to a finance product used to fund your installation, you should contact the finance provider directly as they are regulated separately. If you are dissatisfied with the finance provider’s response, you may be able to refer your complaint to the Financial Ombudsman Service:

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567

Data Protection Complaints

If your complaint relates to how we handle your personal data, please refer to our Privacy Policy. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or by calling 0303 123 1113.

Contact Us

We hope to resolve any issues quickly and fairly. Please do not hesitate to get in touch: