Quick answer
What should I do if I am unhappy with our service?
If you are unhappy with our service, contact us by phone, email or post and we will acknowledge your complaint, investigate it and reply in writing. This page explains each step, the timescales we work to, and how to escalate an unresolved complaint to an independent dispute resolution service at no cost to you.
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We take complaints seriously. Here is how to raise one and what happens next:
1. How do I raise a complaint?
Call 0141 230 0198 or email info@scottishenergyefficiency.co.uk with details of your complaint.
2. How quickly will you investigate?
We acknowledge your complaint within 2 working days and investigate within 15 working days.
3. How will I hear the outcome?
We write to you with our findings and proposed resolution.
4. What if I am not satisfied?
If you are not satisfied, you can escalate to TrustMark ADR (Alternative Dispute Resolution) at trustmark.org.uk.
Helping us resolve it quickly
It helps if your message includes your name, address and postcode, the date of your survey or installation, and a short description of what has gone wrong. If the issue is with the battery or inverter, a photo of any error shown on the unit or in the app is useful, as is a note of when it started. For flats in a tenement, tell us if the problem affects a shared area.
Many issues with a home battery turn out to be settings rather than faults, for example after a tariff change or a power cut. We will usually check the system remotely first and arrange a visit if needed. Warranty and guarantee cover is set out on our guarantees and aftercare page.