Complaints Procedure
Effective date: 19 October 2026
Last reviewed: 19 October 2026 (next review due by 19 October 2027)
We work hard to get every installation right, but if something has gone wrong, we want to hear about it so that we can put it right. This page explains how to complain, what will happen, how long it should take, and what you can do if you are not happy with our response.
Making a complaint will not affect your guarantees, warranties or legal rights.
1. How to make a complaint
Please tell us about your complaint in writing, for example by email, as soon as possible after you first notice the problem:
- Email: info@hybridenergyltd.co.uk (please put "Complaint" in the subject line)
- Post: Complaints, Hybrid Energy Limited, Unit C26, Lays Farm Trading Estate, Charlton Road, Keynsham, Bristol BS31 2SE
- Phone: 0117 427 0206. You are welcome to call us first to talk it through. We will make a written note of your complaint and send it to you to check. It helps to follow up in writing as well.
Your complaint will be handled by: Matt Barter, Director
Please include:
- your name, address and the best way to contact you;
- your quotation, contract or job reference, if you have one;
- what has gone wrong and when you first noticed it;
- any photos, monitoring screenshots, error codes or documents that help explain the problem; and
- what you would like us to do to put things right.
If you need help: you can ask a friend, relative or other representative to complain for you, or to support you. Just let us know they have your permission. If you have any additional needs, for example if you would prefer a phone call, large print or more time, please tell us and we will adapt how we deal with you.
If there is a safety issue, such as burning smells, scorching, smoke, water entering the property or damaged cabling, switch the system off at the isolators if it is safe to do so and phone us straight away. In an emergency, call 999. If you have a power cut or think there is a danger with the electricity supply, call 105.
2. What happens next
| Step | What we will do | When |
|---|---|---|
| 1. Acknowledge | Confirm we have received your complaint, record it, and tell you who is handling it | Within 2 working days |
| 2. Inspect (if needed) | Arrange to inspect your system if that will help us understand the problem | Within 5 working days of being told about the complaint (sooner if there is a safety or heating risk) |
| 3. Full response or action plan | Give you a full written response, or an agreed action plan setting out what we will do next | Within 14 days at most |
| 4. Keep you updated | Keep you informed until the complaint is resolved | Ongoing, until resolved |
| 5. Final response | Send you our written final response when our investigation is complete | At the end of our investigation |
We keep a complaints log for every complaint. It records what went wrong (the root cause) and the preventive action we take so the same issue is less likely to happen again. We also keep a record of our correspondence and the timescales throughout.
If we need more time, for example while we wait for a manufacturer to test a faulty part, we will tell you why and keep you updated until the complaint is resolved. If your system is not working, we will look at whether we can make it safe, or partly restore it, while the investigation continues.
3. Our final response
At the end of our investigation we will send you a written final response. It will:
- tell you the outcome of our investigation;
- explain whether something went wrong and, if so, what effect it had;
- explain what we will do to put it right, if anything, and by when;
- confirm that it is the end of our complaints process; and
- tell you how to take your complaint further if you are not happy, as set out in section 4.
4. If you are not happy with our response
If you are not satisfied with our final response or how we have handled your complaint, you have these options.
A. Green Homes Dispute Resolution (RECC domestic consumers)
For domestic consumer complaints about a RECC member, you can take your complaint to Green Homes Dispute Resolution (GHDR). GHDR is the independent alternative dispute resolution (ADR) provider appointed by the Renewable Energy Consumer Code (RECC). It is approved by the Chartered Trading Standards Institute (CTSI). Its service is free for consumers.
You can contact GHDR if:
- you are not satisfied with our final response or the solution we have offered; or
- you have not had a response from us within 10 working days of making your complaint in writing.
GHDR's website says that if we have sent you our final response, you must raise your complaint with GHDR within 12 months of the date of that response.
Green Homes Dispute Resolution
- Online: www.ghdr.org.uk (select "Raise a Dispute")
- Phone: 0204 616 0015
- Email: hello@ghdr.org.uk
GHDR will check whether it can deal with your complaint. Its website explains its eligibility rules, for example that you must be a consumer, that the complaint must be about a technology it covers, and that the value of any award must not exceed £50,000. It will then investigate and make a decision. If GHDR finds that something went wrong, we must put it right within the deadlines it sets.
B. MCS complaints process
Because we are an MCS-certified installer, you can also use the MCS complaints process if you are unhappy with our response:
- Email: mcscomplaints@mcscertified.com
- Phone: 0333 103 8130
- Post: MCS, First Floor, Violet 3, Sci-tech Daresbury, Keckwick Lane, Daresbury, Cheshire WA4 4AB
MCS aims to resolve most complaints within 8 weeks. If a dispute remains unresolved after the MCS process, it can go to MCS's free ADR provider, the Dispute Resolution Ombudsman (operating as the Furniture & Home Improvement Ombudsman). For contracts entered into before 1 January 2025, ADR for MCS-related disputes is through RECC instead.
We will co-operate fully with GHDR, MCS and any ADR provider, and with any friend or relative who helps you with your complaint. We will not take court action against you about a dispute without first trying to resolve it through these processes.
Complaints made before 20 January 2026: RECC stopped taking new complaints through its own dispute resolution process on 20 January 2026. If you registered a complaint with RECC before that date, RECC will continue to deal with it. Contact RECC on 020 7981 0850 or info@recc.org.uk.
You can find out more about RECC and the Consumer Code at www.recc.org.uk.
5. Small business customers
GHDR's consumer service is for individuals acting as consumers. If you are a business customer, please still use steps 1 to 3 above. We will deal with your complaint in the same way.
If your business is a "micro-business consumer" under RECC's definition, you may be able to use an independent arbitration scheme run by CEDR Solve with RECC. RECC's website says this covers businesses that are not domestic consumers and that have:
- annual electricity use of no more than 55,000 kWh, or annual gas use of no more than 200,000 kWh; or
- fewer than 10 employees (or full-time equivalents) and an annual turnover or balance sheet total of no more than £1.5 million.
RECC's website says each party pays a fee of £200 plus VAT for this scheme and RECC pays the balance. See www.recc.org.uk/consumers/how-to-complain-micro-business for details.
RECC's website still publishes this CEDR Solve micro-business arbitration route (each party pays £200 plus VAT; RECC pays the balance; contact abena@recc.org.uk). Domestic consumer disputes go to Green Homes Dispute Resolution instead.
Other commercial customers should refer to the dispute resolution terms in their commercial contract.
6. Other options
- EV Charge Points: GHDR covers private EV chargepoints. Where an EV charger is supplied with a solar or battery system under RECC, use this procedure and GHDR. For a standalone EV charger install, GHDR also covers EVCC members; we will confirm the applicable route in your quotation.
- Complaints about finance: we are not a lender or credit broker. If your complaint is about a finance agreement or the lender (for example Selina Finance, Propensio Finance or Smart Ease), please complain to the lender first. If you are not happy with the lender's final response, or it has not replied within 8 weeks, you may be able to refer it to the Financial Ombudsman Service: www.financial-ombudsman.org.uk, 0800 023 4567. If you paid using a credit agreement, you may also have rights against the lender for problems with your installation. Complaints about the installation itself should still come to us first, as set out above.
- Data protection complaints are dealt with under our Privacy Policy at www.hybridenergyltd.co.uk/privacy-policy. If you are not satisfied with our response, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113. Our ICO registration number is ZB463156.
- Insurance-backed warranty or deposit protection claims if we stopped trading: contact the insurer named in your policy documents (Independent Warranty Association (IWA), www.iwa.biz).
- Citizens Advice consumer helpline: 0808 223 1133 or www.citizensadvice.org.uk, for free, impartial advice on your rights.
- You also keep the right to go to court, although we hope that will not be necessary.
7. Learning from complaints
We review every complaint to see what we can learn, and use what we find to improve our training, processes and service. We are happy to give a copy of this procedure to anyone who asks, and to RECC on request.
Our details
Hybrid Energy Limited, registered in England and Wales, company number 12414803. VAT number GB 416 4897 68. MCS certification number NIC600422 (certification body: NICEIC). NICEIC registration number 617491. Unit C26, Lays Farm Trading Estate, Charlton Road, Keynsham, Bristol BS31 2SE.