Consumer Advice

MCS is a certification scheme for microgeneration installation companies and products. It aims to ensure consistent standards and provide confidence to consumers considering investing in microgeneration technologies.

You should contact MCS if you have issues with the:

• installation process
• installer
• MCS certificate or product

MCS works through its certification bodies. When your case is under review, the relevant certification body may contact you.

MCS installation companies working with domestic customers must also be a member of a Consumer Code approved by the Trading Standards Institute, such as the Renewable Energy Consumer Code (RECC),  Home Insulation & Energy Systems Contractors Scheme (HIES), or the Glass and Glazing Federation (GGF) see section 2 below. 

If you are unsure if you should report your problem to MCS or one of the consumer codes, see the MCS or the consumer codes?, section 3, below. 

Before you make a complaint:

Remember any complaint should be made by the customer or someone authorised to act on their behalf at their request. 

Read the MCS compliant guidelines which explain what you need to do, and the steps to follow.

Check that your complaint is within the MCS complaints handling timeframe. Your case must be registered with MCS no more than two years after the date the incident took place. For MCS certified installations, it is no more than two years after the date that the system was commissioned.

For further information, please see:

• MCS consumer complaints
• Call the MCS Helpdesk: +44 (0) 207 090 1082

Consumer codes aim to guarantee a high quality experience for consumers. 

MCS installation companies working with domestic customers must also be a member of a Consumer Code approved by the Trading Standards Institute. MCS works closely with these consumer codes to address complaints for domestic consumers.  In some cases, complaints may need to be addressed by both organisations to ensure that they are fully investigated.

Where there are any issues relating to the Consumer Code, the relevant consumer code should be contacted.

There are currently three consumer codes: the Renewable Energy Consumer Code (RECC), Home Insulation and Energy Systems contractors scheme (HIES), and the Glass and Glazing Federation (GGF). To find out which one your installer is signed up to, look on MCS’s installer search.

If you are unsure if you should report your problem to MCS or a consumer code, see section 3 below. 

Before you make a complaint:

Remember any complaint should be made by the customer or a friend or relative authorised to act on their behalf at their request. 

Make sure you have informed the installer that you have a complaint as soon as possible after you first noticed the problem and have given them at least 10 working days to resolve it before contacting the consumer code.

Make sure you have read and understood the consumer codes dispute resolution process on their website.

For further information:

• RECC website
• Contact RECC on: +44 (0)207 981 0850
• HIES website
• Contact HIES on +44 (0) 344 324 5242
• GGF website
• Contact GFF on +44 (0) 207 939 9101

Are you confused about whether to contact MCS or a consumer code? 

There are a couple of instances where either MCS or a consumer code can help resolve a specific issue.  Use the summary table below to check who to contact regarding issues relating to the technology, installation, services or contract.

Domestic Energy Assessors will have provided you with your Energy Performance Certificate (EPC). If you have an issue with your EPC or your Domestic Energy Assessor, the first step is to speak directly to your assessor. If you are still unhappy after this, you will need to contact their certification body. You can find this on the Department for Communities and Local Government EPC register, listed as ‘scheme details’ below your assessor’s contact details.