GHE Solar Complaints

If we’ve got something wrong, let us know so we can put it right.

We always want to give our customers the best service possible, even when things don’t go to plan. If this happens, it’s our responsibility to resolve the matter quickly, fairly, and transparently.

As your installation contract is with GHE Solar Ltd, complaints should be raised with us in the first instance. If we’re unable to resolve your complaint, we’ll escalate it to OVO Solar & Heating where appropriate.

Contact us to make a complaint

 You can get in touch by phone, email, or post:

 Phone: 01635 529090

Email: complaints@ghesolar.co.uk

Post: GHE Solar Ltd, Unit 21, Kingfisher Court, Hambridge Road, Newbury, RG14 5SJ

 We’ll investigate your concern and aim to resolve it as soon as possible. Where the complaint cannot be resolved by the close of the third working day following receipt, we’ll acknowledge your complaint promptly and keep you informed of progress.

Escalating your complaint

If you’re not satisfied with our response, you may wish to escalate your complaint. The next step depends on whether your complaint is about the installation/product itself, or the finance agreement used to purchase it. 

Please choose the category below that matches your issue:

Category A: product or installation issues

  • Complaints process
  • Report: if your complaint relates to a product delivered by GHE Solar trading as OVO Solar & Heating Thames West and you are unsatisfied with the complaint resolution, you are welcome to request an escalation to the OVO Solar & Heating team
  • Resolution: OVO aims to resolve issues quickly, potentially within a few days
  • Escalation: if a resolution isn’t reached promptly or you are unsatisfied, the complaint will be handled by a specialist
  • Ombudsman: if the complaint remains unresolved or you are unhappy with the final response, you can contact the Energy Ombudsman

 You can also use the following channels for advice and escalation:

You can contact RECC:

 

If you need to talk to NICEIC, you can contact them: 

 

If you need advice, are struggling financially, or have a problem with your account, you can speak to Citizens Advice.

  • Visit their website:  Citizens Advice
  • Phone (England and Wales): 0808 223 1133
  • Relay UK: 18001 followed by 0808 223 1133

 

Monday to Friday, 9am to 5pm. Calls are free.

 

Category B: financial services complaints – OVO branded products 

For complaints about Credit Broking, Finance Agreements, or how a loan was introduced to you for OVO branded products.

If your complaint relates to the finance agreement or the way finance was introduced, the process is regulated by the Financial Conduct Authority (FCA). This procedure applies to complaints received from eligible complainants as defined by the FCA.

  1. GHE Solar will notify the OVO Solar & Heating Management Team immediately where required
  2. OVO will acknowledge your complaint promptly, typically within 3 working days if it cannot be resolved sooner, and investigate the matter fairly and impartially
  3. OVO will investigate complaints relating to credit broking activities and will aim to provide you with a Final Response within 8 weeks

If you are not happy with the Final Response, or if 8 weeks have passed since you made the complaint and you have not received a final decision, you have the right to refer your complaint to the Financial Ombudsman Service. 

The FOS is an independent service in the UK for settling disputes between consumers and businesses that provide financial services. 

Their contact details are: 

 This does not affect your statutory rights.

 

Note: if your complaint is strictly about the loan itself (e.g., interest or fees), you may go straight to the lender (Tandem).

Category C: financial services complaints – all other products 

(For complaints about Credit Broking, Finance Agreements, or how a loan was introduced to you)

If your complaint relates to the finance agreement or the way finance was introduced, the process is regulated by the Financial Conduct Authority (FCA). This procedure applies to complaints received from eligible complainants as defined by the FCA.

 

GHE Solar will notify the OVO Solar & Heating Management Team immediately where required.

  1. Acknowledging your complaint: if your complaint is about a financial service, we will acknowledge your complaint promptly, typically within 3 working days if it cannot be resolved sooner, and investigate the matter fairly and impartially
  2. The Financial Ombudsman Service (FOS) 

If you are not happy with the Final Response, or if 8 weeks have passed since you made the complaint and you have not received a final decision, you have the right to refer your complaint to the Financial Ombudsman Service. 

The FOS is an independent service in the UK for settling disputes between consumers and businesses that provide financial services. 

Their contact details are: 

 

This does not affect your statutory rights. Our FCA complaints handling procedure can be seen below.

Note: if your complaint is strictly about the loan itself (e.g., interest or fees), you may go straight to the lender (Tandem).

Complaints handling procedure

  1. Purpose

This procedure sets out how GHE Solar Ltd handles complaints in accordance with the Financial Conduct Authority (FCA) Dispute Resolution (DISP) rules, where the complaint relates wholly or partly to a third-party lender.

  1. Scope

This procedure applies to:

  • All complaints received from customers or eligible complainants
  • Complaints relating to products or services introduced or arranged by GHE Solar Ltd
  • Complaints that fall within FCA jurisdiction and DISP rules
  1. Definition of a complaint

A complaint is defined as:

Any oral or written expression of dissatisfaction, whether justified or not, about the provision of, or failure to provide, a financial service.

This includes complaints received by:

  • Email
  • Letter
  • Telephone
  • In person
  • Social media (if identifiable)
  1. Responsibility
  • The Compliance Officer / Complaints Officer is responsible for overseeing complaint handling
  • All staff must promptly escalate complaints upon receipt
  1. Receiving a complaint

Upon receipt of a complaint:

  1. Record the complaint in the Complaints Register and CRM.
  2. Capture:
    • Customer name and contact details
    • Date received
    • Nature of complaint
    • Product/lender involved
  3. Assess whether the complaint relates to:
    • GHE Solar Ltd’s actions, or
    • The lender’s actions, or
    • Both
  1. Complaints relating to the lender

Where the complaint concerns matters for which the lender is responsible (e.g. lending decision, interest, fees, arrears handling):

  1. Acknowledge the complaint promptly, and no later than 3 working days
  2. Inform the customer in writing that:
    • The complaint relates to the lender
    • The complaint will be passed to the lender for investigation
  3. Get customer consent to share complaint details where required
  4. Forward the complaint to the lender without delay, including:
    • Full complaint details
    • Supporting documentation
    • Date complaint was received
  1. Acknowledgement letter content

The acknowledgement must:

  • Confirm receipt of the complaint
  • Explain the role of GHE Solar Ltd
  • Confirm that the complaint has been referred to the lender
  • Provide the lender’s contact details
  • Explain the customer’s right to refer to the Financial Ombudsman Service (FOS)
  1. Ongoing monitoring
  • Record the referral date in the Complaints Register
  • Monitor the lender’s handling of the complaint
  • Cooperate with any requests for information from the lender
  1. Final Response
  • The lender is responsible for issuing the Final Response to the customer
  • The Final Response must be issued within 8 weeks of the complaint being received
  • If this timeframe is exceeded, the customer must be advised of their right to escalate to the Financial Ombudsman Service
  1. Complaints partly attributable to GHE Solar Ltd

If any part of the complaint relates to GHE Solar Ltd’s conduct:

  • That element will be investigated internally
  • A separate or joint response may be issued as appropriate
  • FCA DISP timelines will be followed
  1. Financial Ombudsman Service (FOS)

Customers may refer their complaint to the FOS:

  • If dissatisfied with the Final Response, or
  • If no Final Response is issued within 8 weeks

FOS Contact Details:
Financial Ombudsman Service
 Exchange Tower
 London E14 9SR
Website

  1. Record keeping
  • All complaint records will be retained for a minimum of 3 years
  • Records will be made available to the FCA upon request
  1. Root cause analysis

Complaints will be reviewed periodically to:

  • Identify recurring issues
  • Improve processes
  • Enhance customer outcomes