Making a complaint
If something has gone wrong, this is what happens once you tell us.
Last updated: 6 November 2026
How to tell us
Ring 07442 511817, send a message through the contact form or write to 27 King Street, Leeds, LS1 2HL. Problems with your enquiry, your call back or booking the survey come straight to our Leeds office. You will hear from us within two working days to confirm we have it, and we aim to put it right within ten.
Problems with the installation
The MCS-certified installation team carries out every installation, and your contract for that work is with them. Complaints about the survey, the quote, the fitting or the workmanship are theirs to resolve, using their own procedure. Let us know too and we will keep on at them for you. Every MCS-certified installer must be a member of a consumer code, and if a complaint gets stuck you can take it to the independent dispute resolution service that code provides. Your quote says which code applies.
Faulty products
A faulty product falls under its manufacturer’s warranty, and the installer puts that warranty in your name at handover. Start with the installer. If they are hard to get hold of, come to us.
If that does not settle it
Citizens Advice (citizensadvice.org.uk) handles consumer complaints. For installation disputes, the next step is the alternative dispute resolution scheme run by the consumer code on your quote. Your statutory rights stay intact throughout.