Making a Complaint

If you would like to make a complaint please follow these simple steps to seek a resolution.

1

First Steps

The first stage of any complaint, concerning the actions of one of our Scheme Members, is for you to contact the Stroma Installer Certification Scheme Member directly to try and reach a successful resolution. Under the rules of their certification, the Scheme Member must try and resolve the nature of the complaint with you before it is escalated to Stroma Installer Certification. If the complaint does not relate to the actions of the Scheme Member, please proceed to step 2 in order to submit a complaint to Stroma Installer Certification.

Where the Scheme Member does not respond to your complaint satisfactorily, please proceed to step 2 below and submit a formal complaint to Stroma Installer Certification.

Please note that if the complaint is relating to financial or contractual matters, this is outside of the complaint remit of Stroma Installer Certification. We recommend that you contact one of the third party bodies detailed in Step 3 below. We would also recommend that you take independent legal advice as you may need to make a claim through the small claims courts to retrieve any monies owed to you. Whilst financial matters is not something that Stroma Installer Certification can help with, this does not mean that you cannot contact us if you have additional concerns relating to the Scheme Member.

2

Contact Stroma Installer Certification Ltd

If your complaint is not dealt with or resolved directly by the Scheme Member, please submit a formal complaint to the Stroma Installer Certification Ltd Complaints Department. You can view details of the Stroma Installer Certification complaints policy.

In order to register a complaint with Stroma Installer Certification Ltd, this can be completed using one of the following methods:

  1. Email - Submitting an email to complaints@stromainstaller.co.uk.
  2. Post - 4th Floor, Mill 3, Pleasley Vale Business Park, Mansfield, Notts., NG19 8RL.
  3. Telephone - Calling 0345 250 4533.

Stroma Installer Certification Ltd will confirm receipt of your complaint and ensure it is processed in accordance with the Complaints and Appeals Policy requirements.

3

Additional Support Services

If Stroma Installer Certification Ltd are unable to resolve your complaint you may be referred to one of the following bodies. Stroma Installer Certification may also refer the complaint to them as part of the complaint investigation in order for the matter to be fully dealt with.

Citizens Advice

Tel: 03444 111 444
Web: citizensadvice.org.uk

Trading Standards

Tel: 03454 04 05 06
Web: tradingstandards.gov.uk

Police

Tel: 101

Additional Contacts

Microgeneration Certification Scheme (Solar PV, Solar Thermal, Biomass and Heat Pumps) and it's partner consumer codes:



4th Floor, Mill 3, Pleasley Vale Business Park, Mansfield, Notts., NG19 8RL

T | 0345 250 4533