Handling complaints for installers

Good complaint handling ensures customers receive the service they deserve from an MCS certified installer. Complaints provide valuable feedback and can highlight service issues early. When handled well, complaints offer opportunities to improve service, raise standards, enhance reputation, and build trust and confidence across our sector.

Customers have the right to expect excellent service from an MCS certified installer and to have issues resolved if things go wrong. Installers should manage complaints effectively to address customers’ concerns. As an MCS certified installer, you should provide customers with clear, accurate, and complete information about how to complain, and how and when to escalate complaints.

A complaint must be defined as:

“An expression of dissatisfaction, however made, about an installation, the standard of service, actions or lack of action by the installer, its staff, or those acting on its behalf, affecting a customer.”

Customer complaints can take different forms, but some examples include:

• Faulty systems or individual components.
• Issues with the quality of workmanship.
• Electrical or safety concerns.
• Problems with the system’s design, size, or performance.
• Non-compliance with relevant installation standards.
• Incomplete handover pack.
• Missing or incorrect MCS certificate.
• Any situation that could damage the reputation of the MCS Scheme.

Customers do not need to use the word ‘complaint’ for it to be treated as such. They should be able to complain using their preferred method of communication, whether verbally, in person, or in writing. Complaints submitted via a third party or representative must still be handled according to the installer’s complaints policy.