Complaints Procedure

We take all complaints seriously and aim to resolve them quickly and fairly. If you are unhappy with any aspect of our service, please follow the steps below.

Step 1 — Contact us

Email info@scottishenergyefficiency.co.uk or call 0141 230 0198 with a description of your complaint. Please include your name, contact details, and any relevant reference numbers.

Step 2 — Acknowledgement

We will acknowledge your complaint within two working days and provide a named contact who will handle your case.

Step 3 — Investigation and response

We aim to provide a full response within 10 working days. If your complaint requires longer investigation, we will let you know and keep you updated on progress.

Step 4 — If you remain unsatisfied

If you are not satisfied with our response, you may escalate your complaint to the relevant industry body. As an independent consultancy, we are not a member of an ombudsman scheme, but we will always work to find a fair resolution.

For complaints about installation work carried out by one of our MCS-certified installer partners, please contact the installer directly or refer to the MCS consumer code at mcscertified.com.