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ClearStart Energy
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Complaints procedure

If something isn't right, we want to hear about it.

We take every complaint seriously and we're committed to putting things right. Here's exactly how our complaints process works, what timescales you can expect, and how to escalate if you're not satisfied.

Direct complaints line

[email protected]

Or call the office on 01483 000 000 and ask to speak to our Complaints Manager. Written complaints can also be sent to our registered office (see below).

Stage 1 — Raise your complaint with us

The quickest way to resolve any concern is to contact us directly. Please include:

Send this to [email protected] or write to our registered office.

Our response timescales

Within 3 working daysWe will acknowledge your complaint in writing.
Within 10 working daysWe will investigate and, wherever possible, provide a full written response and proposed resolution.
Within 8 weeksIf your complaint is complex, we will keep you updated at least every 10 working days and provide a final "deadlock" response within 8 weeks.

Stage 2 — If you're still not satisfied

If we haven't been able to resolve your complaint to your satisfaction within 8 weeks, or you receive a deadlock letter, you have the right to refer the matter to an independent alternative dispute resolution (ADR) body free of charge.

RECC — Renewable Energy Consumer Code

ClearStart Energy is a member of RECC, whose consumer code is approved by the Chartered Trading Standards Institute (CTSI). RECC offers free mediation on domestic renewable-energy contracts.

recc.org.uk · 020 7981 0850

MCS — Microgeneration Certification Scheme

For complaints about the technical quality or standard of our MCS-certified installation, you can also contact MCS.

mcscertified.com

HIES Consumer Code

Our 10-year workmanship guarantee is insurance-backed by HIES. If we can't resolve a warranty claim, HIES will step in to help.

hiesscheme.org.uk · 0344 324 5242

Energy Ombudsman

Where relevant (for example export-payment disputes), you can escalate to the Energy Ombudsman for a free, binding decision.

energyombudsman.org · 0330 440 1624

Written contact

Complaints Manager
ClearStart Energy Ltd
[Registered address, Surrey]
[email protected]
01483 000 000

This procedure meets our obligations under the RECC Consumer Code and applies to all domestic customers of ClearStart Energy Ltd. Nothing in this procedure affects your statutory rights under the Consumer Rights Act 2015.

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