Complaints Procedure
Quick answer: Contact us on 0141 230 0198 or email info@scottishenergyefficiency.co.uk. We acknowledge within 5 working days and respond within 15 working days. If unresolved, you can escalate to an independent Alternative Dispute Resolution (ADR) provider. We provide ADR details at that stage.
We take complaints seriously and aim to resolve every issue quickly and fairly. If you are unhappy with any aspect of our service or an installation carried out by one of our installer partners, please follow the steps below.
Step 1 — Contact us
Tell us about your complaint as soon as possible. Call 0141 230 0198, email info@scottishenergyefficiency.co.uk, WhatsApp 07777 513366, or write to us at 66 Paul Street, London EC2A 4NA. Please include your name, address, the date of your enquiry or installation, and details of the issue.
Step 2 — Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it. A named member of our team will be assigned to investigate and respond.
Step 3 — Investigation and response
We will investigate your complaint and provide a full response within 15 working days. If we need more time, we will tell you why and give you a revised timeframe. Our response will include our findings, what we propose to do to resolve the issue, and any next steps.
Step 4 — If you are not satisfied
If you are not satisfied with our response, you may escalate your complaint to an independent Alternative Dispute Resolution (ADR) provider. We will provide details of the relevant ADR service applicable to your complaint at that stage.
Installation complaints
If your complaint relates to the installation itself (workmanship, equipment or commissioning), we will help you raise it directly with the installer partner. The installer is responsible for resolving installation issues under their workmanship guarantee and the manufacturer warranty. We will support you throughout the process.
What we do with your feedback
Every complaint we receive is logged and reviewed by our management team. We look for patterns — if multiple customers raise the same issue, we change our process to prevent it happening again. Complaints about installer partners are shared with the partner so they can address the issue in their own quality processes. We also use complaint outcomes to inform which installer partners we continue to work with. Your feedback, whether positive or negative, helps us improve the service we provide to Scottish homeowners. If you have general feedback that is not a complaint — a suggestion or an observation — we welcome that too. Email us at any time.
Time limits for raising a complaint
We ask that you raise a complaint as soon as possible after the issue arises, and ideally within 12 months of the event. This is because the longer the gap, the harder it is to investigate effectively — installer staff may have moved on, records may be archived, and physical evidence may no longer be available. For installation issues, we recommend contacting us as soon as you notice a problem rather than waiting. Manufacturer warranty claims have their own timeframes set by the manufacturer, typically 10 years from installation for the battery and inverter hardware. Workmanship guarantee periods are set by the installer partner, typically 2 to 5 years. If you are unsure whether your issue is within scope, contact us anyway and we will advise you.
Frequently asked questions
How do I make a complaint?
Call 0141 230 0198 or email info@scottishenergyefficiency.co.uk with details of your complaint. We acknowledge all complaints within 5 working days and respond within 15 working days.
What if my complaint is not resolved?
If we cannot resolve your complaint to your satisfaction, you can escalate to an independent Alternative Dispute Resolution (ADR) provider. We provide ADR details at that stage of the complaints process.
Who regulates your service?
Battery Retrofit Scotland is a trading name of Scot Energy Efficiency Ltd. We operate as a consultancy connecting homeowners with installer partners. Any installation contract is between you and the installer partner, who is MCS-certified.
Related guides
Last updated: 28 October 2026
Reviewed by the Scottish Energy Efficiency team.
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