Complaints Policy

We would always rather hear about a problem than not. This policy explains how to tell us, and what happens next.

How to complain

Call 0800 7555 811 or email info@eliteecoinstallations.co.uk, or write to us at 57 Southend Road, Grays, England, RM17 5NL, England & Wales. Please include your name, address, contract reference if you have one, and a description of the issue.

Our timescales

We acknowledge every complaint within 3 working days and aim to provide a full written response within 14 working days. Where an investigation or a site visit takes longer, we will tell you why and give you a revised date.

If you're not satisfied

If we cannot resolve matters, you may escalate to RECC (the Renewable Energy Consumer Code), our consumer code provider, which offers a free independent dispute resolution service, or to MCS in respect of certified installation standards. TrustMark also operates a dispute resolution route for registered businesses. Deposit and workmanship protection is provided by CPA (Consumer Protection Association).

Finance-related complaints

Elite Eco Installations Limited is an Introducer Appointed Representative (Financial Services Register No. 965959) of First Call Group Limited (FCG), who are a credit broker, not a lender. FCG is authorised and regulated by the Financial Conduct Authority (FRN: 753324), and offers finance from its panel of lenders. All finance is subject to status and credit checks. If you wish to make a complaint about any goods or services purchased using Elite Eco Installations Limited, please email complaints@fcgltd.co.uk or call 0191 249 8188 and select option 3.