Complaints Procedure
Our Commitment to Your Satisfaction
At JM ELECTRICAL GREEN ENERGY LIMITED, we pride ourselves on the quality of our work and our commitment to customer satisfaction. However, we understand that sometimes things can go wrong. If you have an issue you feel needs addressing, we have a clear and fair process to ensure it's resolved as quickly as possible.
Step 1: Get in Touch With Us
In the first instance, please contact us directly with the details of your complaint. Providing as much information as possible will help us to understand and resolve the issue faster. We will do our utmost to find a satisfactory solution with you.
- Phone:01786 357014
- Email:contact@jmegreenenergy.co.uk
You can send your complaint online or use our downloadable complaint form.
Send us your complaint online
This form sends your complaint to JME Green Energy. It does not submit a complaint to MCS. Fields marked * are required.
Prefer a form you can download?
Open the two-page PDF, fill it in on your device or print it, then email it to us with any supporting documents or photos.
Download complaint form (PDF)Step 2: Independent Dispute Resolution
We are members of the Renewable Energy Consumer Code (RECC) and the Electric Vehicle Consumer Code (EVCC). If your complaint is about work we carried out under one of those codes and we can't resolve it, you can refer it to Green Homes Dispute Resolution (GHDR). GHDR is the free, independent service both codes use for new disputes. RECC stopped accepting new complaints through its own dispute resolution process on 20 January 2026; complaints registered with RECC before that date stay with RECC.
GHDR can usually consider your dispute if:
- you have given us the chance to put things right first. We have four weeks to investigate and send you our final response. You can go to GHDR before the four weeks are up if we send our final response sooner and you're still not satisfied, or if you haven't heard from us within two weeks;
- you were acting as an individual, not as a business or organisation;
- the complaint is about a renewable energy technology or a private EV charge point covered by GHDR, such as solar PV, battery storage, a heat pump or a home charger; and
- you raise it within 12 months of the date of our final response.
GHDR cannot consider a claim for an award of more than £50,000, or an issue a court has already made a legally binding judgement on. It may also decline some disputes, for example one that another approved dispute resolution provider or a court is considering or has considered, or where legal action has been started.
GHDR first tries to resolve the dispute informally. If that doesn't work, an adjudicator reviews the evidence and makes a decision. You can choose whether to accept it. If you accept, the decision is binding on both of us; if you don't, you can still take the matter to court. We will co-operate with the GHDR process.
- Raise a dispute or check eligibility with Green Homes Dispute Resolution →
- Phone:0204 616 0015
- Email:hello@ghdr.org.uk
Not every complaint falls within GHDR's scope. For complaints about other work, such as general electrical work, see the NAPIT route below.
Complaints about MCS certified work
If your complaint concerns an MCS certified installation, you can contact MCS directly after raising it with us if you have had no response after 14 days, or if you are unhappy with our response. MCS decides whether a complaint is within its scope. The online and downloadable forms above are for complaints to JME; neither submits a complaint to MCS.
Installation & Certification Matters
Disputes that relate specifically to the technical aspects of an electrical installation covered by our certification body can be referred to NAPIT if they cannot be resolved with us directly.
Your Consumer Rights
This complaints procedure does not affect your statutory rights under UK consumer protection laws. We are fully committed to upholding these rights throughout any process.
