Complaints

If something has not gone as expected, please tell us. We want to understand the concern and agree a practical way forward.

1. Tell us what happened

Call 0333 880 9359 or email solar@lovetosaveenergy.com. You can also write to Love to Save Energy Limited, Unit 8 Alvis Works, Common Lane Industrial Estate, Kenilworth, CV8 2EL.

Include your name, installation address, contact details, a description of the concern and any relevant photographs or correspondence. Let us know the outcome you are seeking. You may raise a complaint verbally or in writing.

2. We acknowledge and investigate

Under our complaints procedure, we contact you within one working day unless otherwise agreed, explain the next steps and record the concern. We investigate the facts and agree an appropriate timescale with you.

3. We agree the next steps

We keep you informed of the outcome and any remedial action. If the agreed timescale needs to change, we contact you to explain and agree a revised timescale. We record the outcome and seek your confirmation when the matter is resolved.

If you remain unhappy

Tell us so the concern can be reviewed. Where applicable, we refer unresolved matters to the relevant scheme provider and explain the available alternative dispute resolution route. For renewable energy complaints, the RECC complaints process may be relevant. TrustMark also provides guidance if things go wrong.

Finance complaints should also be raised with the finance provider using its own complaints procedure. Your statutory rights remain unaffected.