Complaints Procedure

Our commitment

We take complaints seriously and aim to resolve them quickly. If you are unhappy with any aspect of our service, please follow the steps below.

Step 1: Contact us

Email info@scottishenergyefficiency.co.uk or call 0141 230 0198 with details of your complaint. We will acknowledge within 2 working days.

Step 2: Investigation

We will investigate your complaint and aim to provide a full response within 10 working days. If we need more time, we will let you know and explain why.

Step 3: Resolution

We will set out our findings and any actions we intend to take. If your complaint relates to installation work, we will liaise with our installation partner, Home Heating Services (Scotland) Ltd, on your behalf.

Installation complaints

Complaints about the quality of installation work should be directed to the installing company, Home Heating Services (Scotland) Ltd, in the first instance. They are the party responsible for the installation and hold the relevant MCS, TrustMark, and Gas Safe accreditations.

If you are not satisfied with their response, you can escalate through:

• TrustMark dispute resolution

Contact