Solar PV Terms & Conditions

Introduction

These are our terms and conditions (Terms) relating to the supply and installation of solar PV (including any ancillary equipment).

These Terms have been prepared in accordance with the Renewable Energy Consumer Code (RECC) and the Microgeneration Certification Scheme (MCS). Under the MCS, only certified companies can enter into a contract with a customer for the sale and installation of a system. Our MCS Certification number is: NIC-601012. 

We recommend that you read the Renewable Energy Consumer Code, available at www.recc.org.uk.

These Terms detail our obligations to you, and your obligations to us. If there is any point that we can clarify for you, please contact us using the details set out below.

Contact Details

We are ChargedEV (a trading name of Charged Electric Vehicles Ltd). We are registered in England & Wales with company number 12702971. Our trading address is The HQ, Chesterfield, Derbyshire, S49 1HQ and our registered office is at Pinesgate, Lower Bristol Road, Bath, England, BA2 3DP.

You can contact us by telephone (03300 431 851) or email us at homecharge@chargedev.co.uk.

Please read these terms carefully before signing them. If you need any explanations about them, please contact us using the address or telephone number provided above.

  1. The Quotation

It is important to note that any initial quotation provided by us is an estimate only and may be subject to change following our onsite survey, design and/or other assessments. You will be informed of any changes to the initial quotation as soon as possible in writing, which you are under no obligation to accept. 

We will provide you with a finalised job proposal and quotation following an onsite survey (Quotation) which is valid for 30 days from the date of issue and is provided on the basis that work must begin within 3 months of your acceptance of the Quotation. After this timeframe we may need to issue an alternative quotation. The Quotation will set out in detail when invoices will be sent and the amounts due for each payment.

To confirm your order, you will need to sign a contract and the Quotation at which point a contract between you and us will come into existence (Contract). You should keep a copy of these Terms for your records. No contract will be in place until we confirm the order with you and both you and us have signed the Quotation and the Contract.

The Quotation will document all goods and services we propose to supply, along with the total price for these goods and services. All prices include VAT at the current rate.  

The Contract is subject to these Terms and conditional upon:

  • all relevant surveys, investigations, planning and building regulations and other related matters being concluded;
  • if you have chosen to pay by another mode of payment permitted by us, you signing and complying with the relevant terms and conditions of such; and
  • otherwise, you making payment to us in accordance with these Terms.

Please note that the Quotation may be subject to change, for example, if circumstances change that are beyond our reasonable control or we discover that additional works are required at your property. You will be informed of any changes to the Quotation as soon as possible in writing, which you are under no obligation to accept. If you accept and the installer can complete the works within the allocated time of your appointment, you will be asked to sign to confirm your acceptance to the provision of additional services and you will receive a separate invoice. If you do not accept, your installation may be aborted or paused and where possible rearranged. 

Should there be circumstances beyond our control which cause an interruption to the installation process we will discuss with you the implications of such a delay. 

Should you decide to make any changes to the agreed installation within your cancellation period, we will produce a replacement quotation which takes into account these changes. You will be given a further cancellation period in respect of this quotation.

Should you wish to make any changes to the agreed installation after your cancellation period has expired, we will prepare a new quotation for you, but we reserve the right to charge for any reasonable costs we have incurred in working towards the original installation details.

If, during the installation process, we come across any situation that we could not reasonably be expected to foresee, for example, remedial electrical or building work, we will discuss with you the implications and costs involved in rectifying the problem.

Should you request any changes after the installation process has begun that involve additional cost, we will provide you with a quotation for the proposed changes based on the daily or hourly rate of our installers. 

The Quotation will include information as to the performance of the technology of the goods we have proposed to install. These performance estimates will be calculated according to the requirements of the appropriate MCS Standard.

We will discuss with you and provide you with information as to the location of key components. You will be given the opportunity to review this information and raise any questions with us before the work commences.

Where we are unable to supply the items that were specified in the Quotation, we will inform you of this in writing and will provide you with items of equivalent (and no lower) quality. If you are not satisfied with the proposed alternative items, you will have the right to cancel the Contract.

If there are additional payments that you may have to make, including but not limited to planning or survey costs where you do not proceed with an installation or if you need to consult a structural engineer then the costs of the structural engineer, we will offer assistance and advice, but you will be responsible for all these costs. 

If there is a particular service or item of equipment that would normally be considered as part of the installation and you have requested that this not be included, then we will have documented this on the Quotation. 

  • Surveys and planning permission

Surveys

In order to offer you an estimated quote for your proposed installation, we will complete a virtual survey to assess your home electrical supply, identify a location for the solar inverter (and any batteries) and to assess your roof space (and any features or shading) from the street.  Your estimated quote is subject to an on-site survey.

Following an on-site survey, we will provide you with a full job proposal document pack, which will include the full details of your quote.

You aren’t under any obligation to proceed with a survey although without one we will not be able to supply and install your goods or provide the services. Whether we supply the goods and provide the services is subject to the findings of the survey(s). At our discretion, we may cancel any supply or installation date we have given you and/or terminate our contract with you based on the findings of any surveys. We will let you know if this is the case and we won’t be responsible to you in any way if we are unable to supply or carry out an installation for these reasons.

We offer multiple survey options and may make recommendations on which survey option is the most suitable for you. Our survey options include a self-assessment onboarding form, a virtual survey and an on-site survey. If we aren’t able to confirm the requirements for your installation or create a quote based on the information you have provided, we may, at our discretion, decide there is a need to send one of our installers to carry out an on-site survey. 

You will only pay for the cost of the relevant survey in the event that you do not proceed with the installation (in such circumstances you will be required to pay for the relevant survey cost).

Planning permission

If, for example, your property is a listed building or you are in a conservation area you may need planning permission. You are responsible for contacting your local planning authority to obtain confirmation that planning permission is not required. Where planning permission is required, we will use reasonable endeavors to assist you in applying for such permission, but obtaining such planning permission will be your responsibility and you will be responsible for all costs associated with obtaining such planning permission. 

We cannot be held responsible for any installations carried out where planning permission was required but not obtained. No refunds will be given in such cases.

Requirements regarding planning permission can vary from area to area.

By accepting the Quotation and/or signing the Contract, you are confirming that you have received Planning Permission or a Building Warrant for the proposed installation, or ascertained that these are not required. We cannot be held responsible for any installations where Planning Permission or a Building Warrant was required but not obtained, and no refunds will be offered.

Structural Engineer 

As a result of the survey(s), we may decide that you need to consult a structural engineer, in which case you shall be responsible for the costs of such structural engineer.  In some cases, ChargedEV cannot proceed with an installation without approval of a qualified structural engineer so if you choose not to consult a structural engineer we may cancel the Contract.

Should a structural engineer find that work is required to “make good” the roof space, prior to your solar installation, you will be responsible for planning and any associated costs. This work must be completed and confirmed in writing to ChargedEV prior to the start of our installation to confirm that the roof is safe for installation. 

  • Provision of goods and services

We will provide you with a timetable for supplying the goods and carrying out the installation and any other associated services. 

In certain circumstances, we may be unable to fulfill your order prior to any goods being supplied or works being carried out. This might be because of issues like: 

  1. unexpected limits on our resources which we could not reasonably plan for; 
  2. you have not provided us with the information we require within the timescales we requested;
  3. we are unable to perform the services on the date specified because it would be unsafe for us to do so; or 
  4. because of access issues at your property or events outside of our reasonable control (for example, severe weather, epidemic or pandemic, accidents or unpredictable traffic delays). 

If this is the case we will contact you as soon as reasonably practicable to let you know and take reasonable steps to minimise the effect of the delay. We will not be responsible for any losses you suffer for delays, but if there is a risk of substantial delay we will notify you of such and you may contact us to end the Contract and receive a refund for anything you have paid for but have not received.

To ensure a smooth installation process, you need to inform us in advance of any potential issues that may prevent us from completing the installation on the scheduled day, such as access problems affecting the property. If the electrical arrangements or something else at the property means it’s unsafe to install the goods, we won’t complete the installation until you resolve the issue (this may include things such as the existence of hazardous chemicals, pest infestations, verbal or physical abuse or harassment of our installers).

If you are unavailable for an appointment, please contact us as soon as possible, but in any event, at least 72 hours before the scheduled appointment time. If you fail to keep an appointment on two or more occasions, we may charge an additional fee. This includes any postponement of an installation where you are not in attendance upon our arrival at the property at the time of the appointment.

We will advise you on approvals and permissions that may be required for the work; however, it will be your responsibility to ensure that such approvals and permissions are in place. If we require evidence of those permissions (and related drawings and/or specifications) you must make those available.

You must have a suitable space at your property for us to install the goods. We must be able to access the electricity meter or main fuse board to install power sensing and control hardware used to instruct the goods. You will need to have a smart meter or a meter capable of reporting exports on a half-hourly basis.

The area where the goods are to be installed must be cleared by you and made ready for the installation on the agreed date of the installation. Where you fail to clear the area and it is necessary for us to do this, you shall pay our reasonable charges for this additional work.

We can only complete the installation if the electrical capacity (i.e. main fuse) can support the additional electrical demands of the goods. If the capacity is not sufficient, we might be able to pause the installation until your main fuse is upgraded by your electricity supplier. Before we isolate your supply, you are responsible for:

  1. giving reasonable advance written notice of our intention to isolate your supply to any tenants or other third-party occupiers of the property. If requested by us, you agree to share a copy of such written notice with us; and
  2. telling us about any vulnerable people living at the property who might be affected by us isolating your supply, for example anyone with a medical condition that requires an uninterrupted electricity supply. You confirm that you will inform such occupants that their information will be shared with us as necessary. You must give any vulnerable occupants sufficient advance notice of our intention to isolate your supply to allow them to arrange additional support if needed. You also agree to provide adequate support to any vulnerable occupants while we carry out such works.

If you want to request changes to any planned work you should contact us without delay. We will decide (acting reasonably) whether to incorporate your changes and if we are not able to do so we will inform you as to why it is not possible for us to do so. Where we are able to agree to your changes, we may require that you set out, in writing and within fourteen days, confirmation of your request.

There can be occasions when we come across unexpected work. Should this arise, we will discuss this with you. If it is an area of work in which we are competent to operate, we will issue you with a quotation to complete that work. We will have documented on the Quotation the normal rate for the work of our installers. If the work is outside our area of competence, we will use reasonable efforts to assist you in finding a suitably qualified contractor to carry out the work. If this unexpected work causes a delay in the installation process, we may need to make reasonable charges for this delay.

Acceptance and handover

A responsible adult of the age of 18 years or over will be needed to certify acceptance of the installation when it is complete and will therefore need to be present for the entire duration of the installation. If we can’t complete an installation in a single appointment, we will make an additional appointment to complete the installation. Subject to any additional charges we’ve told you about, you won’t be charged for this additional appointment.

The installation will be commissioned according to MCS installation standards to ensure that the system is safe, has been installed in accordance with documented procedures and manufacturer’s requirements and is operating correctly in accordance with the system design.

Following the testing and commissioning of the system, we will give you a handover certificate. This certificate confirms that we have met the requirements of the MCS and it details key information about the installation.

We will also, at this time, provide to you a handover pack containing information about the installed equipment and system performance.

We will also explain the operation and maintenance requirements of the system. A detailed operating manual will be provided to you within 7 days.

We will register the installation with Building Control, a certificate of confirmation will be provided to you.

We will register the installation on the MCS Installation Database (MID) and will provide to you, within 10 working days, the MCS Certificate. This certificate should be retained in your handover pack.

You are responsible for using the goods in accordance with these Terms, including, but not limited to: 

  1. following the manufacturer’s written instructions;
  2. following any oral or written instructions we give you including the information set out in the handover pack; 
  3. not misusing, neglecting, tampering with or damaging the goods (including by disassembling them);
  4. not attempting to, and not allowing any third party to carry out any repairs, replacement, modifications or alterations to the goods in any way; and 
  5. ensuring the space surrounding the goods is suitable and safe for use, as instructed by us or our appointed installer.
  • Software and data

Any software and/or firmware associated with the goods and all intellectual property rights associated with the software and firmware shall belong to us or our licensors.

Please note that, in general terms, goods may automatically share data that is essential to their operation with us or the relevant manufacturer. Please ensure that you read the relevant terms in relation to this (available upon request).

Updates to software or firmware. From time to time, there may be updates to the software and/or firmware running on your goods. These updates may be necessary to ensure that your goods function correctly, fix any issues that may arise, improve the way your goods work, add/remove data points that are reported by the device, add/remove further functionality, bug fixes or for other reasons. 

  • Warranty and support

The goods are covered by a manufacturer’s warranty. See the user manual provided with your goods for further details. In the event of an issue with your goods, please contact the manufacturer to make a warranty claim.

In the event of any defects arising in the goods, which are caused by faulty design or manufacture, please contact the manufacturer to make a warranty claim.

We’ll use reasonable efforts to rectify warranty issues, either through repair or replacement at the relevant manufacturer’s discretion, provided you have complied with your obligations under these Terms and the defect is not caused by circumstances outside of our reasonable control. This does not affect any mandatory rights or remedies you have under consumer law. You should contact support@chargedev.co.uk to notify us of any issues with your goods.

We provide you with a 2-year workmanship warranty in respect of our installation services. Our Support Team will take all reasonable steps to resolve your issue and should the issue be diagnosed as “install related”, we will arrange a service visit as soon as is reasonably practicable, provided that you have complied with your obligations under these Terms and the issue in question does not fall within the warranty exclusions detailed below. 

Your rights under the workmanship warranty and manufacturer’s warranty shall be subject to the terms of those warranties and any instructions and/or guidance notified to you from time to time, including but not limited to the following scenarios where the warranty will not apply if:

  1. there has been improper use of your goods, or it has been abused or tampered with,
  2. repairs or modifications have been attempted or carried out by someone other than us or one of our appointed electricians, or against the manufacturer’s guidelines/instructions, or with parts that have not been supplied or approved by the manufacturer,
  3. the fault is caused by negligence, intentional or accidental damage, improper use by you or a third party or by abnormal working conditions,
  4. the goods have not been used or maintained in line with its operating and/or maintenance instructions or has been abused or tampered with,
  5. you don’t give notice of a fault within a reasonable period of discovering it,
  6. you continue to use the goods after you have given notice of a fault under the warranty process and have been told to stop using it as continuing use poses a health and safety risk and/or is likely to cause material damage to the goods,
  7. the problem is caused by unrelated faults such as issues with the electrical wiring at your property or a fault in the charging system of your electric vehicle,
  8. load balancing equipment reduces the charge drawn by your charge point to ensure that total demand at your property does not exceed total supply, or
  9. the goods are installed in a commercial property.

Please note – similar exclusions to those listed above may also apply in respect of the manufacturer warranty. Please see the manufacturer’s terms and conditions in this regard.

  • Right to cancel

Your rights under these Terms

You have the right to cancel the Contract during the ‘cancellation period’ without giving any reason.

The cancellation period lasts 14 days and will start on: (i) the day the last part of the goods relating to the Contract is delivered to you in respect of goods; and/or (ii) 14 days from the date the Contract is entered into in respect of services. 

To exercise the right to cancel, you must inform us of your decision to cancel the Contract by a clear statement (e.g. a letter sent by post or an e-mail). You may use the cancellation form we have supplied but it is not obligatory.


To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

If you cancel the Contract outside the cancellation period you may have to pay us reasonable costs for any losses we may have incurred. If you have paid us a deposit or any advance payments, we may retain all or part of these payments as a contribution.

You may cancel the Contract if there is an unreasonable delay in the installation being carried out, provided the delay has not been caused or contributed to by you. You would be entitled to a full refund if that delay is within our control, or has been caused by something outside of our direct control, provided the delay was not caused or contributed to by you.

If the goods or services materially differ from what is outlined in the Quotation and we have not informed you of such, you are entitled to cancel the Contract. You are also entitled to cancel the Contract if, due to price increases in products, the total cost of the Contract materially increases between initial signing and the payment schedule being introduced. 

If we are in serious breach of our obligations as detailed in the Contract then you will be entitled to cancel the Contract, request a repair or replacement (as applicable) or you may be entitled to request compensation.

  • Effects of cancellation

If you cancel the Contract, we will collect the goods at our own expense and we will reimburse to you all payments received, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for our reasonable costs incurred in any removal works for goods already installed and we may also deduct any reasonable amounts from any refund to reflect the diminished value of the goods as a result of the installation or use by you prior to cancellation. If you need to do any redecoration then, unless we have been negligent with our work, this will be your responsibility and is not included in the price we quote.

We will make the reimbursement without undue delay, and not later than:

  1. 14 days after the day we collect from you any goods previously supplied, or
  2. If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the Contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

The goods can only be disconnected by a qualified electrician who is suitably experienced and skilled. You must not attempt to disconnect or remove the goods under any circumstances. If we have agreed to the return of any goods, we will arrange for one of our installers to visit your property to carry out such removal works.

  • Work begun prior to the expiry of the cancellation period

If you have agreed in writing that installation work will commence before the 14 day cancellation period expires, and you subsequently cancel in accordance with your rights:

  1. if the services have been fully performed, you will lose your right to cancel and will be responsible for the installation costs and we may also deduct any reasonable amounts from any refund to reflect the diminished value of the goods as a result of installation or use; or
  2. if the services have been partially performed, you still have a right to cancel, however you must pay us for the services already supplied in proportion to the total price due under the order and we may also deduct any reasonable amounts from any refund to reflect the diminished value of the goods as a result of installation or use.
  • Timetable for works

We will have agreed with you a timetable for carrying out the installation. By accepting the Quotation, you are confirming that you agree with this timetable.

There can be occasions that this timetable may need to be varied, due to, for example, poor weather or unavailability of goods and services. We will inform you of any delay we become aware of at the earliest possible opportunity. We would then arrange a new mutually agreeable timetable.

In the case of severe delays to the delivery of goods then you may be offered different products of equivalent specification, value and quality, so long as they are MCS certified. You can either accept that offer, wait for the products you ordered or choose to cancel the contract without penalty. 

Should the delay be caused by us, or by our suppliers, and that delay could be considered as severe by a reasonable person, you would be entitled to cancel the Contract without penalty to you. 

Should the delay be caused by you, we will attempt to accommodate that delay without cost to you. However, if the delay causes us to incur extra costs, for example scaffolding, we will require that you cover these costs.

  • The Installation

The installation will be carried out strictly in line with the MIS Standard relevant to the technology, and to any document referred to within that standard. In addition, we will ensure at all times that we meet all our obligations under the RECC Consumer Code.The goods we supply will be of satisfactory quality and fit for the purpose. They will operate as we have described to you.

We will have insurances in place which will cover any loss or damage caused by us or our agents, subject to the limits contained in the relevant insurance policies.

You will be required to supply to us normal services free of charge; this would include toilet, washing, water facilities and electricity. You should also ensure we have safe and easy access to the installation area and if required, the password to your Wi-Fi.

Any work to prepare for the installation, carried out by you or a third party that you employ should be carried out in line with the agreed start date for the installation. If this work has not been completed and a consequent delay is caused you may be liable for any costs incurred by us for such a delay.

The work will be carried out by personnel trained in each of the tasks they are assigned.

You will be given warranties for both the installation itself and for the installed goods. The terms of these warranties will be given to you in writing and we will explain them to you verbally.

Within seven days of the completion of the installation we will hand over to you all documentation required as set out within the appropriate Microgeneration Installation Standard.

  • Subcontractors.

We may enlist the services of third party subcontractors such as electrical contractors or individuals associated with your energy supplier to provide isolation switch and/or installation services relating to the goods on our behalf. All subcontractors that we work with are subject to our strict background checks and are approved prior to the commencement of any work. We will share information such as your name, address and contact details with the subcontractor solely to the extent necessary in order for them to complete the installation services and at all times in accordance with applicable laws relating to the processing of personal data.

We are responsible for ensuring that all subcontracted works are carried out to the standards required by MCS and RECC.

  • Deposits, advance payments and goods purchased with deposits and advance payments

Any deposits and advance payments that you make to us can only be used to carry out work under the Contract. 

We are required under the Renewable Energy Consumer Code to protect any deposits and advance payments you make to us, as well as the workmanship warranty, with an insurance policy. We will give you the name and contact details of this insurance company with the quotation. You will be entitled to claim on this policy should we fall into receivership, bankruptcy or administration.

When we purchase goods for use under the Contract the legal title to those goods or the proportion of which you have paid us for will pass to you on payment by you for those goods. We will either deliver them to you or we will store them for you and mark them as your property. They will be kept separate from other goods. We will ensure that these goods are insured until they are delivered to you. 

If we have requested a deposit, then this deposit will not exceed 25% of the total contract price set out in the quotation. Should you decide to cancel the Contract within the cancellation period, then this deposit will be returned to you promptly.

If we have requested advance payments in addition to a deposit, the total of all advance payments and deposits will not exceed 60% of the total contract price.

If we have requested a deposit before a full technical assessment of your property has been made, and we are unable to proceed because of something discovered during that technical inspection, then any deposits or advance payments will be returned.

If we have requested a deposit, this will be insured with an insurance backed guarantee provider as well as any advance payments we may request, so that you can get the work completed or your money back if we cannot deliver your equipment because we have ceased trading. 

When you confirm the order and we receive any requested deposit, we will register your name, address and the total value of the contract with our provider. If you are not content for us to register your details in this way, please let us know. 

  • Goods belonging to us

Any goods belonging to us that have been delivered to you should remain clearly identifiable as our property and should be maintained in a satisfactory condition. Until the title to the goods is transferred to you the goods should be stored in such a way as they are protected from loss and damage. They should be kept in their original packaging. You must not destroy, deface or obscure any identifying mark or packaging on or relating to the goods. Should you fear for the safety of the goods in any way, or you feel that the goods are causing any form of hazard you should contact us immediately. 

Where products and materials are delivered to, or stored at, the installation site you, the customer, shall not be liable for inspection, storage or handling of those goods. This does not preclude us asking you to check the goods received for any visible damage, and to ensure they are correct.

Should you terminate the Contract for any reason, then we will make arrangements with you to collect the goods. If this happens then we will reimburse you if any of your money was used to purchase a proportion of the goods. If you do not make adequate and reasonable arrangements with us to allow the goods to be collected, we retain the right to take legal proceedings to recover the goods or their value. The amount of any reimbursement may be reduced by any reasonable costs we may have incurred.

  • Late payment
     

You should make the payments agreed on the Quotation as they become due. The final payment will be due on completion of the installation or associated services. If you fail to make any agreed payment we may suspend and ultimately cease provision of the services. If you fail to pay the amount specified in an invoice sent to you by the agreed due date, then we reserve the right to charge you interest until you pay the amount due. The interest rate we will charge will be 3% above the Bank of England base rate.

It is not permissible under the Contract to withhold any more than a proportionate amount of the outstanding balance for any alleged defect. If you do withhold any amount after a payment has become due, you should give us notice of your intention before the final date on which payment is due. You should also, with that notice, state the reasons for withholding payment.

If we intend to cease work, we will give you notice of this in writing.

If you are in breach of the Contract because you have not made a payment that was due to us and we have ceased work, you may have to compensate us for any additional costs we have incurred.

Depending on the circumstances, we may require that the possession of the goods returns to us and we will collect such goods from you directly. If necessary, we will take legal proceedings to recover the goods or/and any outstanding amounts due to us. We reserve the right to access your property to recover the goods should you fail to pay any sums due under the Contract. Where we need to access your property to recover the goods, you agree to co-operate with our reasonable requests to enable us to remove the goods.  

  • Other terms that may apply

Additional terms may also apply when you purchase goods and services from us (for example where you enter a credit agreement in relation to your purchase of the goods). It is important that you read and understand the terms and conditions set out in any additional terms as well as these terms and conditions. Please contact the entity who issues such additional terms and conditions if you have any questions.

If you decide to cancel your contract for our goods and services, then any credit agreement and any other ancillary contracts related to the main contract will be automatically canceled.

  • Our rights under these Terms

We may terminate the Contract with immediate effect if you breach any of your obligations under these Terms and where remediable, such breach is not remedied within a 7 days of our request.

Should we suffer any losses due to a breach of these Terms then we will be entitled to reasonable compensation to cover these losses. We are required to attempt to keep all losses to a minimum.

  • Data protection

We will keep information about individuals in accordance with data protection legislation and at all times in line with our privacy notice which can be found here: https://www.chargedev.co.uk/privacy-policy. Information about you may be passed to the RECC Consumer Code administrator and its auditors as part of the RECC Consumer Code administrators’ monitoring of their compliance with the RECC Consumer Code. The RECC Consumer Code administrator may contact you directly.

  • Mediation and arbitration

Note: The RECC renewable adjudication service only covers unresolved disputes arising from issues connected to the sale and installation of small scale renewable technologies.

If at any time a dispute arises between you and us that cannot be resolved you can refer the matter to be handled through RECC’s dispute resolution process provided it falls within their remit. We must agree to follow this procedure if that is your wish. RECC is certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find further information on the RECC website:  www.recc.org.uk/consumers/how-to-complain.

If you register a dispute with RECC it will be allocated to a RECC caseworker, who will mediate between both parties in order to resolve the dispute. Mediation aims to reach a non-legal solution to the dispute in a reasonable timescale.

If an agreement is not reached through mediation for any reason, you can refer the matter to RECC’s Renewable Adjudication Service, and we must agree to arbitration if that is your wish. You would have to pay a small fee directly for this, which may be refunded to you if the arbitrator finds in your favour. In some cases, RECC may agree to refer your complaint directly to this service without mediation. 

You can find more information on the RECC website: www.recc.org.uk/consumers/how-to-complain/independent-arbitration 

An award made under the Renewable Adjudication Service will be final and legally binding on you and us, provided you accept the findings. If you choose not to accept the decision by the Renewable Adjudication Service, it is not final and binding, leaving you to pursue legal avenues, such as small claims court, at which point RECC will cease to be involved in the process. 

Disputes that relate to the MCS Installer Standards can be referred to our MCS Certification Body. We will supply their contact details to you on request.

  • Governing law

The Contract is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales.