Consumer Charter Guide
This guide is designed to help you navigate your way through any potential questions or issues you may experience throughout your guarantee period.
The queries listed below should help you decide which organisation you should contact, depending on the nature of your query or concern.
What is your query?
If your query or issue isn’t listed, or you haven’t been able to find the information you were looking for, please click the button below to submit a new query.
I haven't received my Insurance Backed Guarantee
Please contact the Insurance Backed Guarantee (IBG) Provider your installer has said your installation is registered with.
I haven't received my building regulations certificate
Please contact your Installer in the first instance. If you are unsatisfied with their response then please contact your installer’s:
- Certification Body or Competent Person Scheme who should have a record of your installation if it’s registered; OR
- Consumer Code if you are not satisfied.
I haven't received DNO approval
Please contact your Installer in the first instance. If you are unsatisfied with their response, then please contact your installer’s Consumer Code.
I have a problem with my installation
Please contact your Installer in the first instance. If you are unsatisfied with their response then please contact your installer’s:
- Certification Body or Competent Person Scheme if it’s a technical installation problem;
- Consumer Code if the installer is not dealing with your query; OR
- the Manufacturer if it’s to do with the product not functioning.
I have a problem with the conduct of my installer
Please contact your installer’s Consumer Code.
I believe I have been mis-sold
Please contact your installer’s Consumer Code.
If your installer is a member of the Energy Performance Validation Scheme (EPVS) then they will independently review your complaint.
I have a problem with my installation and my installer has ceased to trade
Please contact the IBG Provider named on your Insurance Backed Guarantee certificate.
I have a dispute my my installer
Please contact the installer’s Consumer Code.
Organisation Contact List
ADR Providers
Certification Bodies
