Complaints procedure
Solar Complaints Procedure Clear, Fair And Straightforward
We aim to deliver a high standard of service throughout the design, sale, installation and ongoing support of your solar energy system. If something has gone wrong, please tell us so that we can investigate it properly and work with you towards an appropriate resolution.
Our Commitment And Scope
We recognise that occasionally something may go wrong. When this happens, we will listen to your concerns, record the complaint, investigate it fairly and communicate with you in clear language. We will not delay an investigation because you have not used the word “complaint” or submitted it in a particular format.
What This Procedure Covers
- Solar PV quotations, surveys, designs and performance estimates.
- The sale, installation, commissioning and handover of a solar PV system.
- Solar panels, inverters, battery storage, monitoring equipment and related products supplied under your solar contract.
- Our workmanship, customer service, delays, incomplete work, damage, documentation, performance and aftercare.
- Our regulated credit-broking activity where finance is offered or arranged for a solar project.
How We Will Treat Your Complaint
- We will deal with it promptly, fairly and impartially.
- We will consider the evidence from all relevant parties.
- We will explain our findings and the reasons for our decision.
- Where something has gone wrong, we will consider an appropriate remedy.
- Raising a complaint will not affect the standard of service or support you receive from us.
This customer-facing procedure applies to solar work contracted with Diamond Green Energy Limited. Nothing in this procedure restricts your statutory rights.
How To Make A Complaint
You may complain by email, telephone or post. We will accept a complaint made by you or by an authorised person acting on your behalf. We will not insist that a verbal complaint is rewritten before we begin dealing with it, although putting the issue in an email can help create a clear record.
Information That Will Help Us
- Your full name, installation address and project reference, if known.
- A clear description of what has happened and when you first noticed it.
- Relevant photographs, monitoring screenshots, documents or correspondence.
- Details of anyone you have already spoken to about the matter.
- What you would like us to do to put things right.
- Any communication, accessibility or support needs we should take into account.
You Can Still Complain Without Everything
We will begin dealing with your complaint even if some documents or information are not immediately available. If we need clarification or further evidence, we will explain what is required and why it may help our investigation.
For escalation under the RECC dispute-resolution process, your complaint should have been raised with us in writing. An email to solar@diamondgreen.energy counts as a written complaint.
What Happens Next
Record And Allocate
We will record the complaint on our complaints register, preserve relevant information and appoint an appropriate person to take responsibility for the investigation.
Acknowledge Your Complaint
We will confirm that we have received the complaint, identify the person or team dealing with it and explain what will happen next. We may also confirm our understanding of the issues and your preferred contact method.
Arrange A Site Inspection
Where an inspection is appropriate, we will arrange it within five working days of being notified, subject to safe access to the property and your availability.
Provide Written Findings
We will report our findings clearly in writing. Where the matter cannot be fully resolved within this period, we will explain what has been established, what remains outstanding, the proposed action and when you can expect the next update.
Resolve And Keep You Updated
We will work towards an agreed course of action and provide reasonable updates until the complaint and any agreed remedial work have been completed. Complex technical matters may take longer where testing, specialist attendance, replacement parts or manufacturer involvement are required.
Investigation And Final Outcome
We will investigate competently, diligently and impartially. The information considered will depend on the nature of the complaint and may include quotations, contracts, survey notes, designs, performance estimates, photographs, call records, installation and commissioning records, test results, certificates, monitoring data, correspondence and relevant product or manufacturer information.
Responsibility For The Investigation
We may need information from an employee, subcontractor, supplier, manufacturer, lender, certification body or another organisation involved in the project. Where Diamond Green Energy is responsible for the customer relationship, we will remain your main point of contact rather than simply directing you elsewhere.
If another regulated firm appears solely or jointly responsible for a finance complaint, we may forward the relevant complaint or part of it promptly. We will tell you why it has been forwarded and provide the other firm’s details.
Our Written Final Response
- Our understanding of the complaint.
- The evidence and information considered.
- Our findings and the reasons for them.
- Whether the complaint is upheld, partially upheld or not upheld.
- The impact of the issue, where relevant.
- Any remedy or action we propose and the expected timescale.
- The applicable escalation route if you remain dissatisfied.
Possible Remedies
Depending on the circumstances, an appropriate remedy may include an explanation, apology, correction of information, technical support, completion of outstanding work, a remedial visit, repair, replacement, refund or financial redress. Where financial redress is offered, we will explain how it has been calculated.
We consider our internal complaints process complete when we issue our final response. Any remedial work agreed within that response will remain open on our records and will continue to be monitored until completed.
RECC And Independent Dispute Resolution
Diamond Green Energy is a member of the Renewable Energy Consumer Code. Where your contract and complaint fall within the scope of RECC, you may refer the matter to Green Homes Dispute Resolution if you are dissatisfied with our final response or if you raised the complaint with us in writing and have not received a written response within 10 working days.
Green Homes Dispute Resolution is a free and independent alternative dispute-resolution service. New RECC disputes are submitted directly to Green Homes Dispute Resolution.
Green Homes Dispute Resolution
- Telephone: 0204 616 0015
- Email: hello@ghdr.org.uk
- Service: Free and independent ADR
What We Will Do
We will cooperate with the applicable dispute-resolution process and provide relevant information when properly requested. You may authorise a friend or relative to assist you during the process.
Read The RECC Complaints GuidanceMCS Complaints
Where your complaint concerns an installation completed under Diamond Green Energy’s MCS certification, you should normally raise it with us first so that we have an opportunity to investigate and resolve it. We will acknowledge the complaint within two working days and respond effectively.
When MCS May Be Able To Help
- You have received no response from us after 14 days.
- You remain dissatisfied with our outcome or proposed resolution.
- The complaint concerns system performance or design, quality of work, an incomplete or delayed installation, commissioning, handover or an MCS customer-commitment issue.
- The installer and technology were MCS certified when the contract was entered into.
What Happens After Escalation
MCS will review the case and explain whether and how it can help. It may share complaint information with us, our certification body and our Consumer Code. If an agreed resolution cannot be reached, MCS will explain the applicable independent ADR route.
The MCS route applies only where the complaint falls within its scope. MCS will confirm the route relevant to the scheme requirements that applied to your installation.
Contact MCS
- Email: mcscomplaints@mcscertified.com
- Telephone: 0333 103 8130
- Post: MCS, First Floor, Violet 3, Sci-Tech Daresbury, Keckwick Lane, Daresbury, Cheshire, WA4 4AB
Complaints About Solar Finance
This section applies only where a complaint concerns our regulated credit-broking activity, such as information we provided about finance, the way a finance option was presented or explained, our handling of a finance application, our introduction to a lender or a required disclosure.
A complaint about the design, installation, workmanship or performance of a solar system remains a solar complaint even where the project was paid for using finance. Where a complaint concerns only a lender’s decision, the administration of the credit agreement, repayments, interest or another matter controlled by the lender, we will explain this and may forward the relevant complaint or help you identify the correct contact.
Resolved By The Third Business Day
If a qualifying regulated complaint is resolved by the close of the third business day following the day it was received, we will promptly send a written Summary Resolution Communication. This will confirm that a complaint was made, that we consider it resolved and explain the circumstances in which you may refer it to the Financial Ombudsman Service.
Further Investigation Required
If the regulated complaint is not resolved by that point, we will acknowledge it promptly, investigate it fairly, keep you informed and provide a final response as soon as reasonably possible. For most regulated complaints, we will send either a final response or an appropriate written holding response no later than eight weeks after receiving it.
Financial Ombudsman Service
Where the complaint and complainant fall within the Financial Ombudsman Service’s jurisdiction, our final response will explain your right to refer the complaint free of charge. You will normally need to do this within six months of the date of our final response. The final response will include the required Ombudsman information and access to its explanatory leaflet.
Contact The Financial Ombudsman Service
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0800 023 4567 or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Cost: The service is free for consumers
Summary Resolution Communications, final responses and holding responses for regulated finance complaints will use the current wording and information required by the FCA rules in force at the time.
Accessibility, Information And Learning
Accessible Support
Tell us if you need a different format, a particular method of communication, additional time, a reasonable adjustment or help from an authorised representative. We will take reasonable steps to adapt our approach to your circumstances.
Sharing Relevant Information
To investigate or resolve a complaint, we may share relevant information with organisations involved in the solar project, applicable certification or consumer-protection schemes, a lender, the Financial Ombudsman Service, our insurers or professional advisers. Personal information will be handled in line with our privacy obligations.
Learning From Complaints
We record complaints, actions and outcomes so that we can identify recurring issues, training needs, process improvements and any wider action required. This policy will be reviewed at least annually and sooner where applicable rules or scheme requirements change.
Need To Raise A Solar Complaint?
Contact our solar team and tell us what has happened, how it has affected you and what you would like us to do. We will acknowledge your complaint within two working days.
