1. MCS certification

  • FEC Renewables LTD
  • Solar Certificate number -NAP73041
  • Heat Pump Certificate Number – NIC600292
  • We are an MCS-certified installer, authorised to design and install renewable energy systems including solar PV and heat pumps in accordance with MCS standards.

2. Complaints procedure

    You can contact FEC Renewables by:

    • Email: info@fec-renewables.co.uk
    • Post: UNIT T, AVEN INDUSTRIAL PARK, Maltby, Rotherham S66 7QR

    Once we receive your complaint, we will:

    • Confirm receipt within 5 working days
    • Let you know who is dealing with your complaint and how to contact them

    Complaints made on your behalf:

    If someone contacts us for you, we will check with you to make sure you have given them permission to act on your behalf.

    How we handle your complaint

    We will keep you updated while we investigate.

    • Our aim is to resolve complaints within 28 working days
    • If more time is needed, we will agree this with you
    • Urgent or safety-related complaints will be treated as a priority and addressed within 24 hours where possible

    Once a decision has been made, we may ask you to confirm in writing that you are satisfied with the outcome.

    Our decision:

    We will decide on the most appropriate outcome for each complaint. In some cases, we may not follow the full process if a complaint is considered unreasonable or without sufficient grounds.

    3. Alternative Dispute Resolution (ADR)

      We are a member of an approved Alternative Dispute Resolution (ADR) scheme through HIES, which provides an independent process for resolving disputes that cannot be settled directly between us and our customers.

      If you are not satisfied with our response to a complaint, you may refer the matter to our ADR provider for independent review after following our internal complaints procedure.

      How to escalate a dispute:

      • Please first submit your complaint to us directly so we can try to resolve it.
      • If we are unable to resolve the issue, or if you remain dissatisfied with our final response, you can escalate your complaint to HIES.
      • HIES will review the case independently and provide a decision.

      HIES Contact Details:

      Scheme: HIES (Home Insulation & Energy Systems)
      Website: https://www.hiesscheme.org.uk
      Phone: 0344 324 5242
      Email: enquiries@hiesscheme.org.uk

      4. Insurance details

        Public liability insurance – £5,000,000

        Insurer- QBE