Complaints procedure
Quick answer
If you are unhappy with our service, contact us by phone, email or post and tell us what went wrong. We aim to acknowledge your complaint within 2 working days and give a full response within 10 working days. This page explains each step and what to do if you remain unhappy.
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We take all complaints seriously and aim to resolve them quickly and fairly.
How to complain
Please contact us by email at info@scottishenergyefficiency.co.uk or by post at 66 Paul Street, London, EC2A 4NA. Include your name, the date of the work or enquiry, and a clear description of the issue.
What happens next
We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days. If the matter is complex, we will keep you informed of progress.
If you remain dissatisfied
If we cannot resolve your complaint to your satisfaction, you may refer the matter to the relevant ombudsman service.
Installation work
Complaints about installation work should be directed to us in the first instance. We will liaise with our MCS-certified installation partners to investigate and resolve the issue.