The UK Rules
'Follow the Regulations'
Complaints

Complaining about the Green Deal

This section covers the policy and procedures of how to complain about the Green Deal.

This includes finance plan assessors, providers, or installers as well as information about the Energy Saving Advice Service in the United Kingdom.

How you make the complaint actually depends on whether you have a Green Deal finance plan loan linked to your electricity bill.

Have a Green Deal Finance Plan?

If you have a complaint about your Green Deal provider, assessor, or installer, you should contact your provider directly.

Looking into and dealing with complaints is the responsibility of your Green Deal provider. You will find their contact details on your Energy Performance Certificate (EPC).

If your complaint is not resolved within eight weeks or if you are not satisfied with their response you should contact the Green Deal Ombudsman.

Green Deal Ombudsman

enquiries@os-energy.org
Telephone: 0330 440 1624

Do Not Have a Green Deal Finance Plan?

You should make any complaints about a Green Deal assessor or installer directly to them in the first instance. Contact their certification body if you are not satisfied with their response.

If you are in England or wales you should contact the Energy Saving Advice Service and the Home Energy Scotland if you are in Scotland.

Energy Saving Advice Service

Telephone: 0300 123 1234
Monday to Friday (9am to 8pm)
Saturday (10am to 2pm)

Home Energy Scotland

Telephone: 0808 808 2282
Monday to Friday (8am to 8pm)
Saturday (9am to 5pm)

Contact your local Contact Citizens Advice bureau if you are not happy with their response.

Green Deal Home Improvement Fund Complaints

  1. Contact your Green Deal provider or installer for complaints about the scheme advice they gave you
  2. Call the Green Deal Home Improvement Fund Administrator if you are unsatisfied with the response from your provider or installer
  3. Contact DECC if you are not satisfied with the response from the Green Deal Home Improvement Fund Administrator

Green Deal Home Improvement Fund Administrator

Telephone: 0300 555 0201

Department of Energy and Climate Change (DECC)

correspondence@decc.gsi.gov.uk
Telephone: 0300 060 4000
3 Whitehall Place, London
SW1A 2AW

Reporting Green Deal Fraud

Genuine companies use the Green Deal quality mark and have a certification number so you are able to check the certification number of the company and complain about any misuse of the Green Deal quality mark.

If you are in England or wales you should contact the Energy Saving Advice Service and the Home Energy Scotland if you are in Scotland.

Energy Saving Advice Service

Telephone: 0300 123 1234
Monday to Friday (9am to 8pm)
Saturday (10am to 2pm)

Home Energy Scotland

Telephone: 0808 808 2282
Monday to Friday (8am to 8pm)
Saturday (9am to 5pm)

Other Complaints Procedures

To complain about your energy supply or billing you should contact the Energy Ombudsman.

To complaint about the financing or repayment process through the provider you should contact the Financial Ombudsman.

Contact a Citizens Advice branch if a service was not correctly described or if the pricing seems unfair.

Green Deal Complaints; UK Rules Updated 2017