# Complaints Procedure

> How to complain about work by Green Electro Heating, the timescales we keep to, and the independent routes, including the consumer code and MCS.

*Green Electro Heating — https://electro-heating.co.uk/complaints/. Verbatim from the page; this is the same content, not a summary.*

---

# Complaints

Last updated 5 November 2026.

## Something unsafe, right now

If a heat pump, cylinder or battery is leaking, smells of burning, or has tripped the electrics and will not reset, switch it off at the isolator and **call 020 3837 0778**. Do not email, and do not wait for this process.

## How to complain

1. **Tell us.** Email info@electro-heating.co.uk, call 020 3837 0778, or write to Electro Heating Limited, 7A Cecil Road, London N14 5RH. All three are treated the same.
2. **We acknowledge it within two working days**, and give you the name of the person dealing with it.
3. **We investigate.** That usually means reading the quotation, the design and the commissioning record, looking at the photographs, and often coming back to the property.
4. **You get a full written answer within 14 days.** If the investigation needs longer, we tell you why and give you a date.

## What helps us fix it faster

- The address of the job and roughly when we did it.
- What is wrong, in your own words. It does not need to be technical.
- An error code, a photograph or a short video if there is something to see.
- What you would like us to do about it.

## What we will do

If our work is wrong, we put it right at our cost. If our work is right and something else is causing the problem, we tell you what we found, in writing, with the readings behind it.

## If we cannot agree

You do not have to rely on us. Independent routes:

- **Heat pump, solar and battery installations** are sold under the Renewable Energy Consumer Code (RECC), membership 00076362, which offers free independent dispute resolution once our own process is finished.
- **MCS** handles complaints about MCS certified installations (our registration NIC-601634) at [mcscertified.com](https://mcscertified.com/).
- **Electrical work** notified under NICEIC can be raised with NICEIC.
- **Consumer advice:** Citizens Advice on 0808 223 1133, and your local Trading Standards service.
- **Paid by credit card, over £100:** you may also have rights against the card provider under section 75 of the Consumer Credit Act 1974.