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Heat Pump or Solar Panels Not Working
If your installer is a member of the Renewable Energy Consumer Code (RECC), complain to it in writing first; it should report its findings within 10 working days. If that does not resolve it, register the complaint with RECC. Mediation is free; the final stage is the Renewable Adjudication Service, with a £50,000 limit.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining
The RECC Process
Tell the Code Member you agreed the contract with about the complaint in writing; it should report findings within 10 working days. If unresolved, register it with RECC. Mediation is free for consumers, normally 30 working days (average 45) and not binding. The final stage is the Renewable Adjudication Service run by CEDR, with a £50,000 limit; fees are set out at the end of mediation. Technical MCS installation standards are referred to the MCS Certification Body. source
Your Rights for Services
Care and Skill
Services must be performed with reasonable care and skill (Consumer Rights Act 2015); if not, you can ask for the work to be redone or a price reduction, and go straight to a price reduction if redoing is impossible, takes too long or causes significant inconvenience. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 10 working daysInstaller reports its findingsThen RECC
Steps to Take
Step 1 of 5
Check your contract and whether the installer is a RECC member.
Step 2 of 5
Complain in writing with photos and readings. Our free letter templates can write it for you.
Step 3 of 5
Allow 10 working days.
Step 4 of 5
Register the complaint with RECC.
Step 5 of 5
If you paid by credit card, ask about Section 75.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Installer
Complain in writing first.
Renewable Energy Consumer Code (RECC)
Free mediation, then adjudication.
Card Provider Claim (Section 75 / Chargeback) Then Financial Ombudsman Service
You paid by card; if refused escalate to FOS.
Good to Know
Small things that make your complaint stronger.
Keep generation or performance readings: they show whether the system works as promised.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- recc.org.uk/pdf/dispute-resolution-process.pdf Checked 13 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026