Complaints Procedure
We take every complaint seriously. Edinburgh Solar Hub is part of Scottish Energy Efficiency — an impartial advisory service. We install through MCS-certified partners.
If you are unhappy with any aspect of our service or with the installation work carried out by our installation partner, please follow the steps below.
Step 1 — Contact Us First
Please contact us directly so we can understand and try to resolve your complaint as quickly as possible:
- Phone: 0141 230 0198 (Monday–Friday, 9 am – 5 pm)
- Email: info@scottishenergyefficiency.co.uk
- Post: Complaints, Scot Energy Efficiency Ltd, Unit 3 Prospect III, Prospect Business Centre, Dundee, DD2 1TY
Please include your name, address, a description of the complaint, and any relevant documentation (quotes, invoices, photographs, correspondence).
Step 2 — We Investigate
We will acknowledge your complaint within 2 working days and carry out a full investigation within 10 working days of receipt. If your complaint relates to installation work, we will liaise directly with our installation partner on your behalf.
Step 3 — Written Response
You will receive a full written response within 20 working days of your original complaint, setting out our findings and any proposed resolution. If we need more time to investigate, we will let you know and provide a revised timeline.
Email us to check the status of your complaint →
Step 4 — Independent Consumer Advice
If we cannot resolve your complaint, you can get free, impartial consumer advice from Advice Direct Scotland (consumeradvice.scot).
Our Commitment
We are committed to resolving complaints fairly and promptly. Our goal is to ensure every Edinburgh homeowner receives the standard of service and workmanship they expect. If at any stage you feel your complaint is not being handled properly, please let us know or seek independent advice as described above.