Complain Procedure
Wren Solar aims to provide a high standard of service throughout your installation and afterwards. If something goes wrong, please tell us so we can investigate and work with you to put it right.
Last Updated: 23 September, 2026
1. How to make a complaint
Please email evan@wrensolar.co.uk with the subject line “Complaint”.
To help us investigate, please include:
Your name and contact details.
The installation address and any quotation or job reference.
A description of the problem and when it occurred.
Relevant photographs or documents, where available.
The outcome you would like.
You do not need to provide every detail before contacting us. If you need help making a complaint or would prefer to speak to someone, call 01702 965 515. We will make reasonable adjustments to support your communication needs.
2. Acknowledging your complaint
We will acknowledge your complaint within two working days of receiving it. We will confirm who is handling it, explain the next steps and tell you when to expect a response.
3. Investigating and responding
We will review the information you provide, check our records and speak with the people involved. Where necessary, we will arrange a suitable time to inspect the installation.
We aim to provide a substantive response within 10 working days. If we need longer, we will explain why, give you a revised response date and keep you updated.
Our response will explain our findings and any proposed action, including timescales for repairs or other remedial work.
We remain responsible for work carried out by subcontractors appointed by us and will coordinate any action needed to resolve issues with that work.
4. Urgent problems
Please clearly identify any urgent safety concern when contacting us. We will prioritise reports involving a serious fault or risk to people or property and arrange appropriate action as soon as possible.
If there is an immediate danger, stop using the affected equipment if it is safe to do so and contact the emergency services where necessary. Do not attempt electrical repairs yourself.
5. If you remain dissatisfied
If you are unhappy with our response, please email evan@wrensolar.co.uk, explaining which points remain unresolved. We will review the complaint and provide our final position in writing.
For complaints concerning an MCS-certified installation, you can also raise the matter with MCS through its complaints process. We will provide the relevant contact details and cooperate with MCS and our Certification Body to help resolve the matter.
Where a resolution cannot be reached through the MCS complaints process, we will participate in Alternative Dispute Resolution with the provider appointed and funded by MCS, in accordance with the applicable scheme requirements.
This procedure does not affect your statutory rights.
6. Recording complaints and improving our service
We record all complaints, including the issue raised, relevant dates, investigation findings, outcome, root cause and any corrective or preventive action.
We use complaints and customer feedback to improve our service and help prevent similar problems from happening again. Complaint records relating to installations are retained securely for at least six years, with access restricted to those who need them to investigate, resolve or review the matter.
