In the unlikely event that you are unhappy with the service received, rest assured that we are here to support you every step of the way.

RetrofitWorks has a clear consumer complaints procedure set down within the design and contract documents of each of our energy efficiency and retrofit schemes. The procedure may vary from one scheme to another.

In the first instance, where there is a complaint about the work that has been carried by a contractor, please contact the contractor. Reasonable response times to complaints are set out in the scheme documents concerned. The consumer must give the contractor reasonable opportunities to resolve their complaint.

If the contractor is not able to resolve the complaint, then the complaint may be escalated to RetrofitWorks (info@retrofitworks.co.uk). If RetrofitWorks are unable to resolve the complaint and “deadlock” is reached, then the consumer will be given details of any Alternative Dispute Resolution (ADR) Provider, should the contractor subscribe to one. Where the contractor is a member of TrustMark, then details of the default TrustMark ADR Provider will be given if the contractor does not already subscribe to another ADR Provider.