Dispute resolution

Contact your FIT Licensee in the first instance – your complaint will be dealt with according to their complaints process, which should be set out in your contract with them – the Statement of FIT Terms - and be available on their company website.

If you are a domestic or micro business FIT Generator and a mutually agreeable outcome has not been reached after 8 weeks from the complaint being lodged, you may refer your complaint to the Energy Ombudsman. Please note that only domestic consumers and micro-businesses may apply to the Energy Ombudsman. Our glossary of key terms details who is considered a micro-business customer.

Once the Ombudsman has received a complaint it will consider whether the supplier has been given sufficient time to deal with the complaint and also assess whether the complaint falls within the remit of the Ombudsman. If the Ombudsman takes on the case it will investigate and make recommendations to rectify the situation. The FIT Licensee then has up to 28 days to action any recommendations by the Energy Ombudsman.

You can submit an Ownership Register Query (ORQ) to the Ofgem Central FIT Register (CFR) team at FITOwnership@ofgem.gov.uk. You will be required to provide documentary proof of identity or other appropriate documentation, as requested by Ofgem before information can be released.

If the release of data is refused on data protection grounds, you can escalate the matter by contacting the Information Commissioner’s Office.

You can make a SAR, FOI request or EIR request to the Ofgem information request team at information.rights@ofgem.gov.uk. You can also contact us to make an EIR request on 020 7901 7295.

If you are making a SAR, you will be required to provide documentary proof of identity or other appropriate documentation, as requested by Ofgem, before information can be released.

If the release of data is refused on data protection grounds, you can escalate the matter by contacting the Information Commissioner’s Office.

If you dispute the information being held on the CFR, you should first raise this with your FIT Licensee, who will attempt to resolve your issue by updating the CFR themselves.

If your FIT Licensee refuses to change information contained on the CFR, you can then request that Ofgem review your proposed change by contacting the FIT Register team at:

FIT Register Team

Commonwealth House

32 Albion Street Glasgow

G1 1LH

Email: FITRegister@ofgem.gov.uk

If a mutually agreeable outcome is still not reached, you should lodge a complaint with Ofgem at:

Ofgem Complaints

Commonwealth House

32 Albion Street

Glasgow G1 1LH

Email: Feedback@Ofgem.gov.uk

1. Once received, your complaint will be acknowledged within 2 working days.
2. Ofgem will reply with the outcome of your complaint within 20 working days. If it is not possible to reply in that time, Ofgem will write to update you on the progress of your complaint within 20 working days.
3. If you think the response is unsatisfactory, please contact Ofgem by email at feedback@ofgem.gov.uk or write to the complaints address above. Ofgem will then respond to you within 20 working days.

If you are still not satisfied, you can take your complaint to the Parliamentary and Health Ombudsman who carries out independent investigations into complaints about public bodies.

Where you have a complaint or dispute about a decision made by Ofgem, the complaint or dispute should be lodged with Ofgem Complaints (details given above).

If you are still not satisfied, you can take your complaint to the Parliamentary and Health Ombudsman who carries out independent investigations into complaints about public bodies.

If the dispute or complaint instead concerns a decision made by your FIT Licensee rather than by Ofgem, follow the process listed in either Complaint about your FIT Licensee or Complain about your FIT Licensee regarding information on the CFR, depending on the specific issue.

All complaints about an EPC should initially be discussed with the energy assessor who carried out the assessment. All energy assessors and / or the company for which the assessor works must have a complaints process in place. Therefore they should be able to provide you with a copy of their complaints procedure.

If you are dissatisfied with the results of the investigation, you should contact the accreditation scheme operator to which the energy assessor who carried out your assessment is accredited and follow their independent complaints process.

Complaints relating to the last in the list of types of issue should follow the Renewable Energy Consumer Code (RECC) or the Home Insulation and Energy System (HIES) Contractors Scheme complaints processes.

Initial complaint should be referred to the relevant installer. 

If the complaint is not resolved, you can approach the MCS Administrator, who will advise how to make a complaint about the MCS installer – see the MCS complaints procedure.

Alternatively, you can approach the Renewable Energy Consumer Code (RECC) or the Home Installation and Energy Systems (HIES) contractor scheme to escalate the complaint. RECC and HIES have disciplinary processes for non-compliant companies and a company’s membership can be terminated in some cases, stopping them from trading under the MCS.

If the company is not a RECC or HIES member or MCS certificated, complaints should go to Citizens Advice, who can pass on common issues to the relevant Trading Standards.

If cancelling a contract, consumers are advised to do the following:

• Contact installer in writing or email, quoting RECC or HIES codes:

1. RECC cancellation rights
2. HIES Contractors Scheme: code of practice (Section F)

• Give installer a week to respond.
• If no response, see RECC: How to complain

Refer product complaints to the manufacturer, distributor or installer who sold the equipment.

If the complaint is not resolved, contact the MCS Administrator, who will advise how to make a complaint about the MCS product. See the MCS complaints procedure

A table of what is handled by MCS and what is handled by RECC is available on the RECC Complaint form: important information page.

HIES coverage of what is in their code

Complaints about the overall policy should be directed to the Department for Energy Security and Net Zero at the following address:

Complaints Manager

Enquiry Unit

Department for Energy Security and Net Zero

1 Victoria Street

London

SW1H 0ET

Email: complaints@beis.gov.uk

Telephone: 0207 215 5000