Complaints policy
Company information
The Solar House (England & Wales) Ltd. Registered in England and Wales, company number 11293967.
Registered office: 11 Penlline Road, Cardiff, CF14 2AA.
NICEIC approved contractor. MCS certified installer (MCS certification number NIC200098). Member of the Renewable Energy Consumer Code (RECC), member number 79388.
Our commitment
We started The Solar House to change the way solar is sold, and that means doing things properly after the sale too. We aim to be polite, punctual and considerate, and to explain what we're doing and why, so there aren't any surprises. Occasionally things don't go as planned. When that happens, we want to hear about it, and we're committed to putting it right promptly and fairly.
How to make a complaint
You can contact us in whichever way suits you:
Phone: 029 2271 0022 (Cardiff), 01242 502010 (Cheltenham) or 01225 234333 (Melksham)
Email: [email protected]
Post: The Solar House, 11 Penlline Road, Cardiff, CF14 2AA
In person: at any of our showrooms during opening hours.
To help us resolve things quickly, please include:
Your name and contact details
Details of the work we carried out (date, address and what was installed)
A clear description of the problem or concern
Any relevant documents, such as your quotation, invoice or photos
The outcome you'd like
How we handle your complaint
Step 1: Acknowledgement. We'll confirm we've received your complaint within 2 working days.
Step 2: Investigation. We'll look into it thoroughly, which may include speaking to the team members involved, reviewing your paperwork and, where needed, visiting your property.
Step 3: Response. We aim to give you a full response within 10 working days. If we need longer, we'll tell you why and when you can expect to hear from us.
Step 4: Resolution. We'll work with you to agree a fair and reasonable outcome. This may include remedial work, a repair or replacement, a refund, or other appropriate action.
If you're not satisfied with our response
If we haven't been able to resolve your complaint, you can take it further once we have sent you our final response, or if 8 weeks have passed since you first complained and it still isn't resolved. Who to contact depends on what your complaint is about.
Electrical work: NICEIC
As an NICEIC approved contractor, complaints about the electrical work we carried out can be raised with NICEIC. Complaints about EV charger installations can be raised with NICEIC or with Green Homes Dispute Resolution (below).
NICEIC, Warwick House, Houghton Hall Park, Houghton Regis, Dunstable, LU5 5ZX
Phone: 0333 015 6625
Website: www.niceic.com
Solar PV, battery and EV charger installations: Green Homes Dispute Resolution
We are members of the Renewable Energy Consumer Code (RECC), member number 79388. Since 20 January 2026, new complaints about RECC members are handled by Green Homes Dispute Resolution (GHDR), a free and independent service that helps homeowners resolve problems with solar panels, battery storage and EV chargepoints.
Phone: 0204 616 0015
Email: [email protected]
Website: www.ghdr.org.uk (choose "Raise a Dispute")
Deposit protection and workmanship warranty
For solar panel and battery installations, your deposit and workmanship warranty are protected by an insurance-backed guarantee, as required by the Renewable Energy Consumer Code. The insurer's name and contact details are included with your quotation.
Learning from complaints
We see every complaint as a chance to improve. We regularly review feedback to spot patterns and make changes to our processes, training and service.
Your personal information
Any personal information you give us in connection with a complaint will be handled in line with our privacy policy and data protection law.
Last updated: 13 October 2026