What this guide helps you decide
This page is for homeowners who are not sure who to contact first or how sales, installation, warranty and certification issues fit together.
Use the prompts to separate the main problem, identify the organisation involved and prepare a focused complaint. The guide does not generate an automatic route or provide legal advice; individual facts and documents still need to be reviewed.
Questions to answer
Is the main issue misleading sales claims?
Were savings, grants, payback or performance claims used to sell the system?
Is the system faulty, underperforming or damaging the property?
Has the installer stopped responding or gone bust?
Do you have a warranty, MCS certificate or insurance-backed guarantee?
Have you already complained to anyone?
What outcome are you seeking: repair, cancellation, refund, warranty response or clarity?
A practical complaint sequence
Once you have identified the main issue, the usual sequence is to gather evidence, contact the most relevant organisation, keep a clear timeline and escalate only where the route fits.
If more than one issue applies, prioritise any urgent safety or property damage concern, then explain the sales, installation and aftercare points separately.
Documents to gather
Have any contract or order form, quote, sales projection, installer messages, photos, warranties or monitoring screenshots nearby if you can.
If some documents are missing, write down the approximate dates, who was involved and what response you have received so far.
contract or order form
installer messages, emails, SMS or WhatsApp records
quote, proposal or savings projection
photos of panels, inverter, roof, workmanship or damage
sales illustration, warranty documents or certification paperwork
complaint replies or evidence that the company stopped responding
FAQs
Why not complain to everyone at once?
A focused complaint is usually clearer. Different parties need different evidence.
What if I have sales and installation problems?
Start by documenting both. Prioritise any urgent safety or property damage concern, then set out the sales and installation issues separately so each organisation can see what it needs to address.
Should I keep a copy of my notes?
Yes. Keep your notes with the documents and complaint timeline so you can explain the same facts consistently when contacting the relevant organisation or the review team.