Installation Terms & Conditions

TERMS & CONDITIONS - Solar PV, Battery ESS and Domestic EV Chargepoint Installations

1 ACCEPTANCE OF PROPOSAL

1.1 The Proposal (quotation) is valid for 30 days from the date shown. To accept it, send us a written statement by email to info@jmegreenenergy.co.uk or by post to JME Green Energy, 2 Cairnston Cottage, Dunblane, Scotland, FK15 0JF. Identify the quotation reference and date, your name and installation address, and state that you accept that quotation and the dated terms supplied with it. Keep a copy for your records. No contract is in place until we send you our written acknowledgement of the order (order confirmation), identifying the agreed quotation and terms. Submitting a website enquiry, requesting a quote or requesting an early start does not accept a contract.

1.2 Please read these terms carefully before accepting the quotation. If you need any explanations of any part, please contact us in writing at JME Green Energy, 2 Cairnston Cottage, Dunblane, Scotland, FK15 0JF or by telephone on 01786 357014.

1.3 This agreement is governed by the law and the courts prevailing where your property is located.

Your Right to Cancel (See Section 9 below for more on your cancellation rights)

1.4 You may cancel during the cancellation period without giving a reason. The period begins when the contract is entered into under clause 1.1. The applicable deadline is explained below.

• For an applicable off-premises contract (such as one agreed at your home) or distance contract (such as one negotiated and agreed entirely by email), where we supply goods with installation, you may cancel until the end of 14 days after the day you, or someone you nominate other than the carrier, receive the goods. If goods in one order arrive on different days, the deadline runs from receipt of the last item, lot or piece. A contract supplying both goods and installation is a sales contract for this purpose.
• For an applicable off-premises or distance contract for installation services only, the deadline is the end of 14 days after the day the contract is entered into, subject to the fully performed service rule in clause 9.1.2.
• For other contracts covered by these terms, we give you 14 days after the day the contract is entered into to cancel under the applicable RECC or EVCC Code. Any longer statutory cancellation period takes precedence.

You can cancel before delivery of any goods without a cancellation penalty. If you expressly requested services to start early, clause 9.1.2 explains any payment lawfully due for those services. If we fail to provide the required statutory cancellation information, the statutory period may be extended by up to 12 months. If we provide it during that extension, you have 14 days after receiving it to cancel.

1.5 To cancel, tell us your decision in an unequivocal statement, for example by emailing info@jmegreenenergy.co.uk or posting a letter to JME Green Energy, 2 Cairnston Cottage, Dunblane, Scotland, FK15 0JF. You may use the model cancellation form below, but you do not have to use it. Identify the contract or quotation so we can locate your order. Sending your cancellation before the deadline is sufficient; proof of delivery is not a condition of cancellation. Keep a copy and evidence of sending it. You do not need to use the website enquiry form.

If you cancel within the applicable cancellation period, we will refund payments received, including the deposit, advance payments and any standard delivery charge, without undue delay and within 14 days of being told of your decision. We will use the same payment method unless you expressly agree otherwise, and charge no refund fee. Any extra cost of a delivery option you chose above our standard delivery is not refundable. Any amount lawfully due for expressly requested early services is subject to clause 9.1.2.

If you have received goods, contact us promptly to arrange their safe return or collection. Unless we offer or are required to collect them, you must send or hand them back without undue delay and within 14 days of telling us you are cancelling. We must collect goods delivered to your home when an off-premises contract was entered into if they cannot normally be returned by post. Do not disconnect installed electrical equipment yourself; arrange safe removal with us. You bear direct return costs only if we informed you before the contract was entered into, including the cost for goods that cannot normally be returned by post, and have not agreed to bear them ourselves. Otherwise we bear those costs. Where we offer collection, you pay a collection charge only if you agree to it.

We may deduct a loss in the value of goods caused by your handling beyond what is necessary to establish their nature, characteristics and functioning, but only where the law permits and we gave you the required cancellation information. An early-start request does not automatically make the full price of supplied goods payable. These change-of-mind provisions do not limit the separate remedies for defective goods or work in clauses 9.2 and 9.3. For cancellation after the cancellation period, see clause 9.1.1.

2 OUR MAIN OBLIGATION TO YOU

is to do the work with all reasonable skill and care and in accordance with the standards and consumer codes applicable to the system described in the Proposal. Solar PV and battery installations offered as MCS-certified work will comply with the applicable MCS requirements. Domestic EV chargepoint work will comply with the Electric Vehicle Consumer Code for Home Chargepoints (EVCC) where we contract as an EVCC member. Under the MCS scheme, only an appropriately certified contractor may enter into a contract for an MCS-certified installation. Our MCS certification number is NAP-68285, our certification body is NAPIT, and the listed technologies are Solar PV and Battery Storage.

We agree to carry out the work with all reasonable skill and care in the planning, installation, and commissioning of the system described in the Proposal. The goods we supply will:

Be of satisfactory quality; Be fit for purpose; and operate as we describe to you.

2.1 We will tell you the name of any contractor engaged by us to carry out the installation. We will remain responsible for their work and will require them to comply with the applicable RECC or EVCC requirements and all relevant technical and legal requirements.

The Timetable

2.2 We agree to supply the goods and carry out the installation work as specified in the timetable that we have agreed upon and is set out in the Proposal. Your acceptance of these terms indicates that you agree to proceed using that timetable.

2.2.1 We will make every effort to complete the work by the time agreed upon. You must appreciate, however, that sometimes delays may occur for reasons beyond our control. Such reasons may include, for example, severe weather. We cannot be held responsible for those delays.

2.2.2 If such delays occur, we will tell you as soon as possible and we will adjust the timetable by consensual agreement of both parties.

2.2.3 In the case of severe delays to the delivery of goods, you may be offered different products of equivalent specification, value and quality, provided any product required for an MCS-certified installation is appropriately certified. You may accept that offer, wait for the products ordered, or cancel where you are entitled to do so under sections 9.2 and 9.3. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Consequence of delay

Consequence of delay caused by us

2.2.4 You will be entitled to compensation if we cause significant or unreasonable delays due to factors within our control.

2.2.5 In the case of severe delays to the delivery of goods or installation for reasons that are within our control, you can cancel the contract as detailed in section 9.2 and 9.3 of this Contract.

Consequences of delay caused by you

2.2.6 We will seek to accommodate small delays without recourse to compensation.

2.2.7 If any delay caused by you means that we incur extra costs then we will adjust the price accordingly. The Proposal must specify the applicable charging basis, including any hourly or daily rates, for those extra costs. No rate is set by these terms.

3 OUR OTHER OBLIGATIONS

3.1 We will carry out the work and all communications with you in accordance with the Renewable Energy Consumer Code (RECC), currently version 9 published 1 July 2026, for solar PV and battery work, and the Electric Vehicle Consumer Code for Home Chargepoints (EVCC), updated 18 August 2026, for any domestic EV chargepoint work, in each case where the relevant Code applies to the contract.

3.2 We will ensure that an MCS-certified solar PV installation complies with the applicable MCS Solar PV Installation Standard, including MIS 3002 issue 6.0 where applicable from 18 June 2026, together with current Building Regulations and manufacturer instructions. Where no MCS 012-certified mounting system is available, we will retain appropriate evidence addressing structural and wind loading, fire performance, weather-tightness and component compatibility.

3.3 We will advise on any additional measure that may be beneficial to the performance and durability of the system in relation to protection from (a) flora and (b) fauna.

3.4 Where an electrical energy storage system (EESS) is included, we will state clearly whether the installation is MCS-certified and, if so, ensure that it complies with the applicable MCS Battery Installation Standard, including MIS 3012:2025 issue 1.0.

3.4.1 Where the Proposal includes a domestic EV chargepoint, we will carry out the appropriate pre-sale checks and site survey, explain any permissions, approvals or grant conditions, and install, test and commission the chargepoint in accordance with applicable law and standards, including BS 7671, Part P or the relevant devolved building requirements, the IET Code of Practice for Electric Vehicle Charging Equipment Installation, applicable BS EN 61851 requirements, and the Electric Vehicles (Smart Charge Points) Regulations 2021. We will make any required distribution network operator notification or application and provide the relevant completion, test, commissioning, warranty and operating information.

3.5 We will provide the relevant handover documents in writing, in hard copy or as scanned documents, in plain English. These include test and commissioning records, relevant electrical and conformity certificates, operating and maintenance instructions, guarantees and an invoice for payments received. For solar PV and battery work under RECC, handover will take place promptly after commissioning and will not depend on receipt of full payment. We will provide and explain the documentation required by the applicable installation standard at handover. For domestic EV work under EVCC, we will provide the required documents promptly after installation and within a maximum of 10 days, including the signed commissioning record, Electrical Installation Certificate and inspection and test schedules, relevant conformity certificates, operating and maintenance information, evidence of DNO notification and guarantee details. We will demonstrate operation of the charger, including relevant default charging settings and how to change them.

3.6 For MCS-certified solar PV or battery installations, we will provide the documents required by the applicable Microgeneration Installation Standard and register the fully installed and commissioned system on the MCS Installation Database. We will provide its MCS installation certificate within 10 working days of commissioning for inclusion in your handover pack. This is our contractual delivery commitment; the MCS requirements applying to the installation depend on its certification scheme. MCS certificates and Microgeneration Installation Standards do not apply to an EV-only installation.

3.7 We will explain the terms, duration, scope and exclusions of our workmanship guarantee and the separate manufacturer guarantees, both in writing and verbally. The guarantees will meet the applicable RECC requirements for solar PV and battery work, or EVCC requirements for domestic EV chargepoint work. They do not limit your statutory rights.

3.8 Our workmanship guarantee is JME Green Energy's contractual obligation for the periods in clause 8.1. We will arrange in advance the protection required by the scheme and consumer Code applying to your installation against our insolvency or cessation of trading, as explained in clauses 8.2 to 8.4.1. For solar PV, battery storage and domestic EV chargepoint work, we arrange that protection through Qualitymark Protection, a separate provider. Its policy is subject to its own terms and does not replace our workmanship obligations. Manufacturer guarantees are separate and are not automatically insured by that protection.

4 Your main obligation to us

is to make the payments due to us under the terms of this agreement.

The Deposit

4.1 If a deposit is required, its amount will be specified in the Proposal and payable when you accept the quotation under clause 1.1. For solar PV and battery contracts under RECC, it must be a reasonable amount and must not exceed 25% of the total contract price. For domestic EV chargepoint installations under EVCC, it must not exceed 15% of the overall installation price. These are maximum limits, not mandatory deposit amounts. We will only take an EV deposit if you can pay it by credit card or we have arrangements in place for its return or completion of the contract if we become insolvent or cease to trade. The applicable payment-protection arrangements are explained in section 8. If you cancel within the cancellation period in sections 1.4 and 1.5, we will refund the deposit under those provisions, subject only to any amount lawfully due for expressly requested early services under clause 9.1.2.

4.1.1 If you pay the deposit before we have inspected your house, and if we find during that inspection that the installation cannot proceed, then we will refund that deposit to you in full within two weeks.

Advance payments

4.2 The Proposal we have given to you must explain when the invoices will be sent as well as the amount due for each payment.

4.3 Any further advance payment must be reasonable, with its amount, purpose and timing specified in the Proposal, and used only for work under this contract. We will not require it more than 14 days before the agreed delivery date of all the goods to be installed, or the agreed installation date for a service-only contract. For solar PV and battery contracts under RECC, the deposit and all further advance payments together must not exceed 60% of the total contract price. Required protection must be arranged before we take those payments. The EV deposit limit in clause 4.1 cannot be avoided by describing a deposit as an advance or stage payment.

An advance payment is payment before the relevant goods are supplied or work is carried out. A payment for goods already supplied to and owned by you, or work already carried out, is a stage payment. Buying goods or transferring their title while they remain with us does not remove an advance payment from the applicable limit. The Proposal must identify the goods or completed work covered by any stage payment and the applicable charging basis.

4.4 Protection for deposits and further advance payments if we become insolvent or cease to trade is provided through the applicable arrangements described in section 8. We will explain those arrangements before taking the payments.

Final Payment

4.5 We will issue you an invoice for the balance outstanding on the contract price. This will become due only after the installation has been commissioned.

4.5.1 In the event of any alleged minor defect with the goods or installation, you shall not be entitled to withhold more than a proportionate amount of the sum due. If you do withhold any amount after the due date because of any alleged minor defect, then you must give us as much notice as possible and state the reasons you are withholding the payment.

Consequences of late payment

4.6 If you fail to pay the amount specified in an invoice by the due date, we may charge interest until the full amount is paid. The interest rate we charge will be 3% above the base rate set by the Bank of England.

Late payment of advance or ‘interim’ payments

4.6.1 If we do not receive payment by the seventh day after payment is due, we may give you written notice that we intend to stop work on the installation. Once we have sent you this written notice, we may suspend all work until payment is made.

4.6.2 If you are in breach of this Contract because you have failed to make an agreed payment, and we have suspended work on the installation, then we may be entitled to recover any additional costs we incur. We will provide you with a written notice containing full details of any claim for compensation within 21 days of any suspension of work.

4.6.3 We may require you to return and deliver the goods to us. If you fail to do this, we will take legal proceedings to recover the goods or their outstanding value.

5 YOUR OTHER OBLIGATIONS TO US

5.1 We will advise you on the approvals and permissions that you may need, but you must obtain all relevant permissions (such as planning and building consents) that are necessary before we start work on the installation. If we ask to see those permissions (and related drawings and/or specifications) you must make those available. Where a mechanical installation is on a flat roof (Flat roofs are defined as those with an angle less than 10° to the horizontal) where the waterproofing membrane is penetrated, and the roof is under its original warranty, then the roof warranty provider should be consulted to ensure that warranties are not invalidated.

Supply of services

5.2 You must provide the following for our use free of any charge:

• water, washing facilities, and toilets.
• electricity supply; adequate storage space.
• safe and easy access from the public highway.
• easy access to the location where the installation is to take place by removing all belongings.

5.3 You, or a contractor you employ, may need to carry out preparatory work before the installation described in the Proposal can start. If so, we will describe this to you in writing. This work must be finished before the agreed date on which installation work is due to start. This work must be undertaken by competent people and must be of the necessary quality for the installation. If this preparatory work is not finished before the agreed date on which the installation is due to start, then the conditions described in clause 2.2.7 of this Contract will apply.

Additional charges

5.4 Should you be in breach of conditions set out in 5.1, 5.2 and 5.3 of this Contract, you may incur additional costs due to delay and/or provision of additional services. You may be required to pay reasonable compensation to cover those extra costs. For delays caused by you, clause 2.2.7 applies. Any additional or revised work must be agreed under section 6 of this Contract.

5.5 It is the Consumer's responsibility to notify us of asbestos that may be on site which could affect the work that is carried out. An asbestos survey may be required, and any subsequent work required completed before the commencement of this contracted work (this is the responsibility of the Consumer). If asbestos in any form is suspected during the installation or works, work will be halted immediately and not restarted until suitable and sufficient tests have been carried out, and if asbestos is present, it will be removed by a licensed Contractor (this is the responsibility of the Consumer).

6 CHANGES OF WORK

6.1 If, after the contract is entered into, you want to change the work, you must consult with us first. We may be able to incorporate your changes into the installation provided that:

• it is technically possible; and
• we have the necessary resources; and
• The necessary permissions are in place.

6.2 If we agree to this change of work, you must:

• confirm your request in writing; and,
• do so within 14 days of when you first tell us.

We will then record any necessary or requested variations to the contract, which must be agreed and signed by you.

Every change that means extra or revised work (as opposed to changes that leave something out) may mean extra costs. We will try to keep those costs to a minimum.

7 UNEXPECTED WORK

7.1 The Proposal must specify the applicable charging basis, including any hourly or daily rates, for unexpected work due to site conditions or special circumstances beyond our control. No rate is set by these terms.

7.2 Where unexpected work arises, we will tell you and ask how you want us to proceed. If you want us to continue, then section 6 of this Contract will apply.

8 DELIVERY, TITLE AND RISK, and WORKMANSHIP WARRANTY

8.1 We will deliver the goods to the location detailed in the Proposal. We guarantee our workmanship for solar PV and battery installations for six years from completion, and for domestic EV charger installations for two years from completion, unless the Proposal states a longer period. This covers defects caused by a failure to exercise reasonable care and skill in our installation work; we will repair or rectify those defects. Manufacturer guarantees for equipment are separate, and we will provide or identify their terms at handover. This does not affect your statutory rights, including our responsibilities for goods under consumer law.

The workmanship warranty does not cover product or manufacturing defects (except where we remain responsible under consumer law); normal wear, routine maintenance or consumables unless failure was caused by our workmanship; damage caused by misuse, neglect, accident or unauthorised alteration, repair or interference; external events such as fire, flood, storm, lightning, pests or vandalism; grid outages, network voltage conditions or DNO restrictions outside our control; manufacturer-controlled software, apps, cloud or communications services; or changes to the property, electrical installation, internet connection or third-party equipment after completion. Losses that could not reasonably have been foreseen when the contract was made are excluded, subject always to rights that cannot lawfully be excluded. A reasonable inspection or call-out fee for an issue outside the cover must be explained, with its basis, before chargeable work is undertaken. The warranty is transferable to a new property owner for the remaining period; any protection policy has its own transfer terms.

8.2 We will arrange the financial protection required by the MCS scheme, where applicable, and the RECC or EVCC requirements applying to your installation. For work under RECC, this includes insurance-backed protection for the full workmanship period in clause 8.1 and insurance for any deposit and further advance payments so that, if we become insolvent or cease to trade before completion, another RECC member can complete the contract at no additional cost to you. For domestic EV work, the arrangements must meet EVCC's deposit and workmanship redress requirements. Where domestic EV work is not paid for by credit card, we will provide an insurance policy in line with EVCC's contract-completion and workmanship protection requirements. We will explain which arrangements apply to your contract. Our protection provider for solar PV, battery storage and domestic EV chargepoint installations is Qualitymark Protection. Its policy has its own scope, limits, duration, exclusions, excess and claims process, and it does not replace or reduce our workmanship obligations in clause 8.1. RECC and EVCC are consumer Codes, not insurers. This protection does not insure every manufacturer guarantee.

8.3 Before you accept the quotation, we will identify the applicable protection arrangements in writing, including how any deposit or advance payment is protected. Where a Qualitymark Protection policy or another policy applies, we will provide or arrange for the provider to issue the policy documents for your installation. Those documents identify the provider, covered payments or work, cover period, limits, exclusions, excess and claims procedure. We will not state that an installation, deposit or advance payment is covered by a policy unless that cover has been arranged and evidenced.

Payment protection and separate accounts

8.4 If we use a separate client or third-party account or a protected payment scheme for funds paid before delivery, we will explain the arrangement in writing and obtain your consent. Those funds must be kept separate from our own credit and banking facilities and used only for work under this contract. Keeping money in a separate account alone does not establish insurance cover or replace any protection required by the applicable Code.

8.4.1 If we become insolvent or cease to trade, any return of protected payments or arrangement for another installer to complete the work will follow the protection applying to your contract. A provider's obligations are governed by the relevant policy or scheme terms; they are not an unlimited guarantee of repayment or performance. This does not reduce our obligations under this contract, the applicable Code or consumer law, including the RECC protection commitment in clause 8.2.

8.5 Where your money has been used to make specific purchases on your behalf, then legal title to those goods, or the proportion of them you have paid for, will pass to you. We must either deliver them to you or label them as belonging to you. When we store the goods, we must keep them separate from our own goods and those of third parties. We must also keep the goods stored, protected, insured, and identified as your property until they are delivered to you. You must be able to inspect the goods and/or repossess them.

8.6 Goods belonging to us may be delivered to the site. If the contract is terminated early for reasons detailed in section 9.3 of this Contract, then, with reasonable notice, we will collect any goods delivered to you. If this happens then we will reimburse you if any of your money was used to purchase a proportion of the goods. If you do not allow us to collect the goods, we retain the right to take legal proceedings to recover the goods or their value.

8.6.1 If the Contract is terminated early for reasons detailed under section 9.4 of this Contract, then, with reasonable notice, you must return and deliver the goods to us. If this happens, you may have to pay compensation for reasonable costs or losses reasonably incurred. This may be deducted from any deposit or further advance payment you have already made.

8.7 Until ownership of the goods passes to you, you must:

• store the goods separately in such a way that they remain readily identifiable as our property.
• not destroy, deface, or obscure any identifying mark or packaging on or relating to the goods; and,
• maintain the goods in a satisfactory condition.

9 CONTRACT CANCELLATION

Your rights

9.1 Your rights to a cancellation period are detailed in sections 1.4 and 1.5 of this contract.

9.1.1 If you cancel because you have changed your mind after the cancellation period in section 1.4, you may have to pay for specific costs or losses reasonably incurred. We will take reasonable steps to keep those costs to a minimum and explain any claim and its calculation in writing. We may retain only the amount reasonably due from your deposit or advance payments, and will refund any balance. Such costs do not include sales, marketing or other costs incurred before the contract was entered into. This does not restrict cancellation or other remedies for defective goods, work or our breach under clauses 9.2 and 9.3 or your statutory rights.

9.1.2 If you want solar PV or battery installation services to start during the cancellation period in section 1.4, you must expressly request this in writing, separately from accepting the quotation. For example, email info@jmegreenenergy.co.uk or write to the address in clause 1.5, identifying your installation or quotation and expressly requesting an early start. For domestic EV chargepoint work, we must obtain your completed and signed EVCC Express Request form before starting during the cancellation period. We can supply that form with your quotation or customer documents; an ordinary email alone does not fulfil EVCC's form requirement. If that EV request is made at the same time as accepting the contract, we will not begin installation sooner than seven days after acceptance. An enquiry, quote acceptance, payment or booking is not early-start permission. We will explain the consequences beforehand and retain the written request or completed form.

If you cancel during the cancellation period after services have started in response to your express request, you must pay only a proportionate amount for services supplied up to the time you tell us you are cancelling. This is based on the agreed total price, or the market value of the services if that price is excessive. You bear no cost for services supplied during the statutory cancellation period if you did not expressly request the early start, or if we failed to give you the required cancellation information or the required information about payment for early services. Any charge for goods, their return or making good the property must have a lawful basis; an early-start request does not by itself authorise those charges. The return and refund provisions in clause 1.5 apply.

For a service-only contract, the statutory right to cancel ends once the service is fully performed only if you expressly requested the early start and acknowledged beforehand that you would lose that right on full performance. Requesting an early start alone does not give that acknowledgement. Completing the installation under a contract supplying goods as well as services does not by itself end the statutory cancellation period for that sales contract. Your rights concerning defective goods or work remain unaffected.

9.2 If there is a serious delay to delivery or installation for reasons beyond your control, or if the installed system differs materially from the agreed design without your approval, you may be entitled to cancel and receive an appropriate refund. Nothing in this Contract limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

9.3 Additionally, if we are in serious breach of our obligations as detailed in this Contract then you have a right to:

• cancel the contract and receive an appropriate refund; or,
• request a repair or a replacement; or ask for compensation.

You can seek those remedies if what we supply or install is faulty, incorrectly described, or not fit for purpose. You cannot seek those remedies if you change your mind about the contract or decide you no longer want some or all of the components. This does not restrict the separate change-of-mind cancellation rights in section 1.4.

Our rights

9.4 If you are in serious breach of your obligations as set out in this Contract and you fail to remedy that breach within 14 days of receiving written notice from us about that breach, then we have a right to cancel the contract. We must give you a reasonable opportunity to put right the alleged breach.

9.5 If we suffer a loss because of your breach of contract, we will take reasonable steps to prevent the loss from getting worse. If your breach of contract leads to a cancellation, then you may have to pay compensation for reasonable costs or losses reasonably incurred.

10 COMPLAINTS

10.1 We aim to resolve complaints as quickly as possible and believe that, in most cases, complaints can be resolved informally. As such please contact us as soon as possible if you have a grievance.

10.1.1 If you contact us by telephone on 01786 357014 or in person, be sure to make a note of the person you have spoken to.

10.1.2 Make a note of any resolution offered immediately and whether you are satisfied with the outcome.

10.1.3 If you are not happy with the resolution offered, then you may make a formal complaint.

Formal Complaint

10.2 Record your complaint in writing and send it to 2 Cairnston Cottage, Dunblane, Scotland, FK15 0JF.

10.2.1 You will receive an acknowledgement within 3 working days of JME Green Energy receiving your written formal complaint.

10.2.2 Please be sure to include your preferred telephone number and email address for follow-up by JME Green Energy if required to ensure we have fully understood your complaint.

10.3 Your complaint will be recorded in our complaints log and assigned for investigation.

10.4 We will consider your complaint and report our findings to you clearly in writing within 10 working days of being notified of it. This written report is not a promise that any repair will be completed, or the complaint resolved, within that time. If more investigation is needed, for example a site visit, the report will still be sent within 10 working days and will explain what we have found so far, the next steps and when you can expect our written final response. Our final response will set out the outcome, whether something went wrong, any action we will take, confirmation that our complaints process has ended and how to escalate the complaint. If you are not satisfied with our response, or you have not received a response within 10 working days of raising your complaint in writing, you can escalate it under section 11 without waiting for any further investigation to finish.

11 ALTERNATIVE DISPUTE RESOLUTION

11.1 If we cannot resolve your complaint directly, you may refer a qualifying dispute concerning solar PV or battery work under RECC, or domestic EV chargepoint work under EVCC, to Green Homes Dispute Resolution, the independent service used by both Codes. You can raise a dispute at www.ghdr.org.uk, telephone 0204 616 0015, or email hello@ghdr.org.uk.

11.2 We will co-operate with the applicable Code and Green Homes Dispute Resolution process. Using alternative dispute resolution does not prevent you from exercising any statutory right or seeking another remedy available to you.

11.3 Further information about the applicable Code and the independent dispute-resolution process is available from RECC at www.recc.org.uk, EVCC at www.electric-vehicle.org.uk, and Green Homes Dispute Resolution at www.ghdr.org.uk.