Tell us first
If you are unhappy with any part of your installation, your quote or the service you have received, contact us directly. Most things are resolved quickly once we know about them.
Call us on 0333 050 2370, email sales@renewafuel.co.uk, or write to us at Units 27 & 28 Middletons Yard, Potter Street, Worksop, Nottinghamshire, S80 2FT. Please include your name, address and, where you have it, your job reference.
If you are still not satisfied
We are a member of the HIES consumer code and are MCS certified. Both schemes operate their own dispute resolution processes for customers of accredited installers.
Where your complaint relates to a credit agreement arranged by us, you may be able to refer it to the Financial Ombudsman Service. Renew A Fuel Home Innovations Limited is authorised and regulated by the Financial Conduct Authority under registration number 1001722 and is the broker and not the lender.
How we handle your complaint
We will acknowledge your complaint promptly, tell you who is dealing with it and keep you updated until it is resolved. We will always try to put things right ourselves first.
If we cannot resolve it
If we have not resolved your complaint within eight weeks, or you are unhappy with our final response, you can take it further:
HIES, the consumer code we belong to, for complaints about an installation it covers: hiesscheme.org.uk.
MCS, for concerns about the standard of an MCS certified installation: mcscertified.com.
The Financial Ombudsman Service, for complaints about credit we arranged for you. You need to contact them within six months of our final response: financial-ombudsman.org.uk or 0800 023 4567.
How to contact us
If you have a question about how we handle complaints, contact us at sales@renewafuel.co.uk or call 0333 050 2370. You can also write to us at Units 27 & 28 Middletons Yard, Potter Street, Worksop, Nottinghamshire, S80 2FT.