Complain about the Green Deal

How you complain depends on whether you have a loan, called a Green Deal finance plan, linked to your electricity bill.

If you have a Green Deal finance plan

Contact your Green Deal provider if you have a complaint about them, your Green Deal assessor or your installer. ItÂs the providerÂs job to look into your complaint for you. Their contact details are on your Energy Performance Certificate.
Contact the Green Deal Ombudsman if your complaint hasnÂt been resolved within 8 weeks, or if you arenÂt happy with the providerÂs response.

Green Deal Ombudsman
enquiries@os-energy.org
Telephone: 0330 440 1624
Textphone: 0330 440 1600
Find out about call charges

If you donÂt have a Green Deal finance plan

To complain about a Green Deal assessor or installer, contact their certification body.

To complain about a Green Deal provider, contact them and ask them to resolve your problem. Contact Citizens Advice if you’re not happy with their response.

Complaints about the Green Deal cashback scheme

Contact your Green Deal provider if youÂre not happy with the advice they gave you about cashback.
Call the Cashback Administrator on 0300 555 0201 if youÂre not happy with the response from your provider.
Contact the Department of Energy and Climate Change (DECC) if youÂre not happy with the response from the Cashback Administrator.

Department of Energy and Climate Change (DECC)
correspondence@decc.gsi.gov.uk
0300 060 4000
Find out about call charges

Department of Energy and Climate Change (DECC)

3 Whitehall Place

London

SW1A 2AW

Report Green Deal fraud

Genuine companies use the Green Deal quality mark and have a certification number.

Check the companyÂs certification number.
Contact Energy Savings Advice Service if youÂre in England or Wales, or Home Energy Scotland if youÂre in Scotland to report a company.

Other complaints

Contact the Energy Ombudsman if your complaint is about your energy supply or billing.

Contact the Financial Ombudsman if your complaint is about the financing or repayment process through the provider.

Contact Citizens Advice if a service wasn’t correctly described or the pricing seems unfair.

Contact the Energy Saving Advice Service or Home Energy Scotland if you don’t know who to contact or if your complaint is about misuse of the Green Deal Quality Mark.

Energy Saving Advice Service
0300 123 1234
Monday to Friday, 9am to 8pm
Saturday, 10am to 2pm

Home Energy Scotland
0808 808 2282
Monday to Friday, 8am to 8pm
Saturday, 9am to 5pm

Find out about call charges.

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