We want every customer to be happy with their system and with how we've treated them. If something isn't right, please tell us. We'd much rather hear about it and put it right.
How to make a complaint
Contact our Operations Manager, who leads on complaints:
- Phone: 01202 985 801 (or our main line, 01202 985 888)
- Email: info@desrenewables.com
- Post: DES Renewable Energy Ltd, Unit 85 Condor Close, Woolsbridge Industrial Estate, Three Legged Cross, Wimborne, Dorset BH21 6SU
Please include your name, the installation address and, if you have it, your job or contract number. Tell us what has gone wrong and what you'd like us to do. Photos are helpful. If you need help making a complaint, or would like this information in another format, just ask.
What happens next
- Within 2 working days we'll acknowledge your complaint and tell you who is dealing with it.
- Within 14 days we'll give you our response, or agree a written action plan with you, such as a date to visit and put things right.
- If we need to inspect or fix something, we'll arrange a date that suits you, normally within 28 days.
- When we've finished, we'll confirm in writing what we found, what we've done, and that your complaint is closed or that we've reached our final position.
If you're not happy with our response
We're certified by MCS (the Microgeneration Certification Scheme), certification number NAP70496. If we haven't responded within 14 days, or we can't resolve your complaint, you can contact MCS:
- Phone: 0333 103 8130
- Email: hello@mcscertified.com
- Web: mcscertified.com
MCS will work with you and us to resolve it, and can refer your complaint to a free, independent alternative dispute resolution service whose decision can be binding. You can also seek independent legal advice at any time. This procedure doesn't affect your legal rights.
For commercial installations above 50 kW, which fall outside MCS, disputes are handled as set out in your contract.
Complaints relating to finance
If your complaint relates to the finance agreement itself, including its terms, payments, or how the finance was explained or arranged, please contact the lender named on your finance agreement rather than us. We introduce customers to more than one finance provider:
- If your agreement is with Hometree Finance (a trading name of HTG Finance Limited), please contact them at hello@hometreefinance.co.uk.
- If your agreement is with Phoenix (a trading name of Phoenix Financial Consultants Limited), please contact them at customerservices@phoenix-fc.co.uk.
If you are unsure which lender your agreement is with, please contact us and we will confirm the relevant lender and provide you with their complaints contact details. If appropriate, we can also forward your complaint to the relevant lender and let you know that we have done so.
If you are unhappy with the outcome of your finance complaint, or you have not received a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The service is free and independent.
How we learn from complaints
Every complaint is recorded in our complaints register, along with what we did to resolve it and what we've changed to stop it happening again. We review the register regularly and share it with MCS and our certification body when asked.
