How to make a solar installation or services complaint
We’re committed to providing a high standard of service, but we know that sometimes things can go wrong. If you’re unhappy with any aspect of our products, services, installations or finance arrangements, we want to hear from you so we can work to put things right.
A complaint is any expression of dissatisfaction, made verbally or in writing, about our products, services, installations or finance arrangements. There’s no charge for making a complaint, and you can follow the steps below to get in touch with us.
Step 1: Get in touch
Making a complaint is free of charge. Whichever method you choose to get in touch, we will aim to resolve your complaint within three working days.
You can submit your complaint:
By email: complaints-services@goodenergy.co.uk
By phone: 0345 646 1768
In writing: Good Energy, Monkton Park Offices, Monkton Park, Chippenham, SN15 1GH
If you wish, you can also appoint someone you trust to act on your behalf and communicate with us during the complaints process.
Our team are available between 9am and 5pm, Monday to Friday, excluding bank holidays.
Step 2: We’ll review your complaint
If we’re able to resolve your complaint within three working days, we’ll provide you with a Summary Resolution Communication.
If we’re unable to resolve your complaint within three working days, we’ll acknowledge your complaint within three working days and continue working to resolve it as quickly as possible. You’ll receive our final response within eight weeks.
Our final response will explain the outcome of our investigation, any action we’ve taken or propose to take, and any options available to you if you remain unhappy, including where you may be able to escalate your complaint.
If your complaint relates to a finance agreement you’ve taken out with us…
Please be aware that we may share details of your complaint with Shermin Finance Limited, our principal firm, and the relevant lender to support complaint handling, FCA reporting and regulatory oversight. We keep records of complaints for at least three years, in line with FCA requirements.
You will receive your Final Response Letter from the lender within 8 weeks.
Good Energy Services is an Appointed Representative of Shermin Finance Limited (Firm Reference Number 727594), which is authorised and regulated by the Financial Conduct Authority.
Step 3: Independent support with your complaint
If your complaint relates to a finance agreement you’ve taken out with us, and you’re unhappy with our final response or we haven’t provided a final response within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service free of charge.
Complaints must normally be referred to the Financial Ombudsman Service within six months of the date of our final response.
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Address: Financial Ombudsman Service
Exchange Tower
London
E14 9SR
To review our complaints performance, please click here.
Need additional support?
If you need additional support when making a complaint, or would like this information in an alternative format, please contact Good Energy and we’ll be happy to help. This includes providing information in alternative formats or offering extra assistance to ensure your complaint is handled fairly and promptly.
You can contact our team:
By email: complaints-services@goodenergy.co.uk
By phone: 0345 646 1768
In writing: Good Energy, Monkton Park Offices, Monkton Park, Chippenham, SN15 1GH
Our team are available between 9am and 5pm, Monday to Friday, excluding bank holidays.