Complaints Policy
Introduction
This Complaints Policy explains how to complain about the service provided by Solar Panel Advice Centre.
This policy is about complaints regarding our service. It is separate from a complaint you may have about a solar installer, sales company, warranty provider or other third party.
Complaints Procedure
- Introduction
Solar Panel Advice Centre aims to provide clear information, helpful enquiry support and a professional service at all times.
However, we understand that from time to time, someone may feel that we have fallen below the standards expected of us. Where this happens, we will take the complaint seriously, deal with it fairly and promptly, and use any learning to improve our service.
Solar Panel Advice Centre is an enquiry and information website for UK consumers who may have concerns about solar panel purchases, sales practices, installation issues, system performance, contractual terms, or related consumer matters.
Enquiries submitted through this website are referred to European Consumer Claims for assessment.
If, following assessment, you decide to become a customer, your customer contract will be with European Consumer Claims. Any complaint about a paid customer service, contract, payment arrangement or ongoing customer matter will be handled by European Consumer Claims.
- Making a complaint
We recognise that making a complaint can feel difficult, particularly where the matter involves complex consumer issues or where you are relying on information provided by a business.
We will take any concern you raise seriously and will deal with your complaint promptly, courteously and honestly.
You can make a complaint by email or in writing.
Email:
compliance@solarpaneladvicecentre.co.uk
Post:
Solar Panel Advice Centre
The Old Boathouse
26 Thameside
Henley-on-Thames
RG9 2LJ
To help us investigate your complaint properly, please provide as much information as possible, including:
Your full name;
Your contact details;
The nature of your complaint;
The date the issue occurred;
The name of anyone you dealt with, where known;
Any relevant documents, emails, messages or screenshots;
What you would like us to do to resolve the issue.
- What complaints can we deal with?
This Complaints Procedure applies to complaints about:
The Solar Panel Advice Centre website;
Information published on the website;
The enquiry process;
How your enquiry was handled before referral;
Communications sent by Solar Panel Advice Centre;
How your personal information or enquiry was passed to European Consumer Claims;
Any statement or representation made by Solar Panel Advice Centre that you believe was inaccurate, unclear or misleading.
Where your complaint relates to an assessment, customer contract, paid service, payment arrangement, customer documentation or ongoing customer matter with European Consumer Claims, the complaint will be handled by European Consumer Claims.
If we believe your complaint should be handled by European Consumer Claims, we will explain this and ensure the complaint is directed to the appropriate team.
- Complaints about third parties
Solar Panel Advice Centre may refer enquiries to European Consumer Claims for assessment. In some cases, European Consumer Claims may work with professional advisers, legal partners, administration partners or other service providers.
We can only investigate complaints about matters that relate to our own website, enquiry handling, communications or referral process.
We may not be able to investigate complaints about independent third parties, installers, suppliers, professional advisers, legal representatives, contractors or other organisations. However, where appropriate, we will try to help direct you to the correct person or organisation.
- Anonymous complaints
We will consider anonymous complaints where possible.
However, it is usually much harder to investigate a complaint properly if we do not know who has made it or cannot access the relevant enquiry record.
We encourage you to provide your name, contact details and enough information for us to understand and investigate the issue.
- How we deal with your complaint
When we receive your complaint, we will log it and allocate it to an appropriate manager or team member for review.
We will acknowledge your complaint within 5 working days.
Our acknowledgement will usually confirm:
That we have received your complaint;
Who is handling the complaint;
How we may contact you;
Whether we need any further information;
The expected timescale for our response.
We aim to complete our investigation and provide a response within 28 days of receiving your complaint.
If we cannot complete our investigation within 28 days, we will update you and explain the reason for the delay. We will then continue to provide updates at least every 28 days until our investigation is complete.
- Our response
Once we have investigated your complaint, we will provide a written response.
Our response may include:
A summary of your complaint;
What we investigated;
What we found;
Whether we uphold, partly uphold or do not uphold your complaint;
Any action we propose to take;
Any explanation, apology or remedy we consider appropriate;
What you can do if you remain unhappy.
If we do not believe your complaint is justified, we will explain why.
- If your complaint is about European Consumer Claims
If your complaint relates to European Consumer Claims, including assessment, customer onboarding, customer contracts, payment arrangements, service delivery or ongoing customer matters, we may refer your complaint to European Consumer Claims for handling.
Where this happens, European Consumer Claims may contact you directly about your complaint.
If your complaint includes both Solar Panel Advice Centre and European Consumer Claims issues, we may coordinate internally so that your complaint is reviewed properly.
- If we cannot resolve your complaint
We hope to resolve complaints fairly and to your satisfaction.
If we are unable to resolve the matter, you may still have other options available to you, depending on the nature of the complaint.
You may wish to:
Seek independent advice;
Contact Citizens Advice Consumer Service;
Contact any relevant professional body, regulator or complaints body, where applicable;
Consider independent mediation or arbitration, where both parties agree;
Seek legal advice.
Where we believe another organisation, professional body or complaints route may be relevant, we will try to provide appropriate information in our final response.
- Data protection complaints
If your complaint relates to how your personal information has been used, you can contact us at:
compliance@solarpaneladvicecentre.co.uk
We will review the matter in accordance with our Privacy Policy and applicable data protection law.
You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.
- Contact details
For complaints, please contact:
Solar Panel Advice Centre
The Old Boathouse
26 Thameside
Henley-on-Thames
RG9 2LJ
Email: compliance@solarpaneladvicecentre.co.uk
- Review of this policy
This Complaints Procedure may be reviewed and updated from time to time.
Any updates will be published on this page.
Last updated: July 2026
What happens next
Your complaint will be reviewed and you will be contacted using the details you provide. We may ask for more information if the complaint cannot be understood from the first message.
We aim to deal with complaints fairly, clearly and without unnecessary delay. The response will depend on the nature of the complaint and the information available.
Complaints about third parties
If your complaint is about an installer, warranty company, certification body or another organisation, you may need to use that organisation's own complaint process. We can help identify the likely route, but we cannot treat a third-party complaint as a complaint about our own service.
Records
We may keep records of complaints and responses for service, legal and administration purposes.