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What to do if things go wrong

What to do if things go wrong

Find guidance below on what to do if things do go wrong. 

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We understand that if something goes wrong, you need a simple, fair, and transparent process to follow – and that sometimes, help is needed to get to the right outcome.

If you have any additional support needs and would benefit from any reasonable adjustments we can make, please let us know when you contact us.

When MCS can help

If you’ve complained to your MCS certified installer and after giving reasonable time, you haven’t had your issue resolved, MCS will take ownership of your complaint:

  • We’ll work with your installer to come to a resolution for you.
  • We’ll communicate with third parties on your behalf.
  • We’ll send an MCS Technical Assessor to assess your installation (if appropriate/required).
  • We’ll refer your case to our Alternative Dispute Resolution (ADR) Provider if we can’t get to a resolution that both you and your installer agree with, and will pay for this referral.
  • We’ll share details of your complaint with your installer’s Certification Body.
  • If an installer is not willing or able to install to a high standard in compliance with MCS standards, the ultimate sanction of MCS is to withdraw the installer’s MCS certification.
  • If your installer is temporarily suspended from the Scheme – suspension does not remove your right to complain.

If you think something gone wrong, please fill in the form using the button below and our Customer Support Helpdesk will be in touch.

Something’s Gone Wrong
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When MCS cannot help

  • We can’t make installers fix issues. However, they should want to as it may affect their ability to continue certifying their work under MCS.
  • We can’t make installers pay compensation. Whilst you might feel that this is justified, our main aim is to ensure that your installation is fully functioning and compliant.
  • If your installer is a member of a Consumer Code such as RECC or HEIS and the issue is related to the service you’ve received, the sales process, or the contract for your MCS certified renewable technologies, you will need to raise your complaint with the Consumer Code.
  • The installation was completed over six years ago. The Consumer Rights Act 2015 provides protection for 6 years in England, Wales and Northern Ireland – and 5 years in Scotland.  
  • If your installer was not MCS certified at the time of the installation; for the renewable technology that you’ve had installed.
  • If your installer is no longer MCS certified and/or no longer trading, we may be limited in how we can help. We can still review your complaint and let you know what options are available.
  • If you haven’t yet made a complaint to your installer and/or given them the opportunity and a reasonable enough time to respond and resolve your issues.
  • We can’t address complaints relating to installations on which remedial work has been undertaken by another installer or third party unless they were directly appointed by your installer through a compliant contractual arrangement.
  • We may not be able to assist if you’ve begun legal proceedings against the installer (or the installer against you).
  • If you’ve previously had your complaint escalated to Alternative Dispute Resolution (ADR) but don’t agree with the ruling.
  • If your complaint is about a financial product or a finance provider that you have used to fund your installation. You may instead be able to raise a complaint with the Financial Ombudsman Service, who can be contacted as follows:
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How to complain about your MCS certified installer or installation

 A complaint might include the following:

  • Faulty system or individual components.
  • Issues with the standard of workmanship.
  • Electrical or safety issues.
  • Issues relating to the system’s design, size or performance.
  • Non-compliance with relevant installation Standards.
  • Handover pack incomplete.
  • Missing or incorrect MCS certificate.
  • Any instance which may bring the MCS Scheme into disrepute.

If you notice a problem, you should first contact your installer. It’s in your installer’s best interests to solve any issues quickly. This can be done in the form of a formal letter of complaint.

You should explain:

  • what the problem is
  • what you would like to happen

Allow a reasonable amount of time for them to respond. How long this takes, and what the process looks like, will depend on your individual installer. Some organisations may have a complaints process on their website and have published set timescales.

Please note you should be prepared to allow your installer access to your installation to enable them to address or resolve your complaint.

14 days (10 working days) is a reasonable maximum time in which you should expect a response. It may not be possible for them to fully resolve the issues in this time – but they should at least have agreed on a plan of action with you.

Your installer will be a member of a UKAS accredited Certification Body – these are independent organisations responsible for certifying and monitoring installers to ensure they meet MCS Standards. 

They will also be a member of a CTSI approved Consumer Code who are organisations that set and enforce additional rules for businesses to protect consumers.

If your complaint is related to technical issues with the work completed, you should escalate your complaint to the Certification Body.

Your Installer’s Consumer Code can assist with pre-sale and contractual issues, this may include:

  • Communication issues and customer service problems
  • System installed is not what was agreed in the contract
  • Wrong brand of product
  • Damage to property
  • Failure to refund a deposit or advance payment
  • Incomplete installation and/or contract
  • Incorrect provision of information relating to eligibility, deadlines or application procedures for grants or other incentive schemes
  • Deposit insurance or insurance backed guarantee
  • Misleading information regarding the financial benefit of the system
  • Potential breaches of the Consumer Code
  • System faults arising during the period of the insurance backed guarantee

To find your installer’s Certification Body and Consumer Code, this information will either be available on their website, or through their profile on the MCS Find an Installer tool. 

If the Certification Body and/or the Consumer Code are not able to resolve the complaint, they may refer you to Alternative Dispute Resolution (ADR), which is a way to resolve disputes without going to court. It helps consumers and businesses settle disputes fairly and quickly. An independent expert reviews the issue and makes a decision.

If you would like MCS to review your complaint to see if there is anything that we can do to help secure a resolution, you will need to report it to us using the form below. This will provide us with the information we need to understand the nature of your complaint.

We can only investigate after the Certification Body or Consumer Code has fully exhausted their complaint process or if they were unable to resolve the issue to your satisfaction.

If you are in dispute with your installer however, MCS will be unable to help as we are not accredited to perform dispute resolution. You should instead, consider ADR and discuss this with whichever Certification Body and/or Consumer Code has been managing your complaint.

If an installer is found to be non-compliant, the ultimate sanction is the removal of their MCS licence, based on factors like their complaint history.

Please note, MCS cannot:

  • Award compensation or financial redress
  • Arrange installation removal or refunds
  • Appoint another installer for remedial work.

Whistleblowing

If you’re not a customer, but you want to let MCS know your concerns about the safety and/or compliance of an installation you’ve seen by an MCS certified installer, you can follow our whistleblowing procedure.

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