Complaints Procedure

Last updated: August 2025

Our commitment

We take complaints seriously. If something has gone wrong, we want to know so we can put it right and improve our service.

How to complain

Step 1 — Contact us

Email info@scottishenergyefficiency.co.uk or call 0141 230 0198 and explain the issue. Please include your name, contact details, and any reference numbers.

Step 2 — Our response

We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days. If it takes longer, we will let you know why and give you an updated timeline.

Step 3 — Escalation

If you are not satisfied with our response, you can write to us at: Unit 3 Prospect III, Prospect Business Centre, Dundee DD2 1TY. A senior member of the team will review the matter and respond within 15 working days.

Installation complaints

Complaints about installation work should be directed to our installation partner, Home Heating Services (Scotland) Ltd (SC484353), who hold MCS certification and RECC membership. RECC provides an independent dispute resolution service for complaints about member companies. Details at recc.org.uk/consumers/complaints.

Data protection complaints

If you are unhappy with how we have handled your personal data, you have the right to complain to the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint.