We are committed to providing high-quality retrofit compliance, training, and home energy upgrade services to our clients in Manchester and across the UK.
We strive to get things right first time.However, we recognise that sometimes things can go wrong. If something goes wrong, we want to know about it so we can put it right, learn from our mistakes, and improve our services.
We follow RECC consumer protection standards proactively (accreditation pending),which require transparent complaint handling, clear timelines, and free dispute
resolution if we cannot resolve your complaint directly.
Step 1: Contact Us in Writing
Please raise your complaint in writing.Written complaints only – (no phone complaints) – to maintain a clear audit trail for your protection and ours.
Email your complaint to: complaints@compliantretrofits.co.uk
Complaints, Compliant Retrofits Ltd, Unit 26 - Longsight Business Park, 69 Hamilton Road, Manchester, England, M13 0PD
What to include in your complaint
Acknowledgment (Within 3 Working Days)
We will acknowledge your complaint within 3 working days of receipt.
Our acknowledgment will include:
Investigation (Up to 14 Working Days)
We will investigate your complaint thoroughly. This may include:
We may contact you for additional information during the investigation.
Resolution (Within 14 Working Days)
We will provide a written response within 14 working days of receiving your
complaint. Our response will include:
If we need more time to investigate complex complaints, we will tell you and provide
a revised timeline (typically up to 28 working days total).
If you are not satisfied with our final response, you may escalate your complaint to an independent dispute resolution service
What to include in your complaint
RECC Dispute Resolution
As a RECC-accredited member (pending), you may access free dispute resolution
through RECC (Renewable Energy Consumer Code).
Citizens Advice Consumer Service
You may also contact Citizens Advice for free, impartial advice before escalating.
Trading Standards
Your local Trading Standards office can also provide advice. Contact via Citizens
Advice
We maintain a confidential complaint log to track all complaints and resolutions.
This helps us:
Anonymised complaint data may be shared with:
You can request access to anonymised complaint data. Your personal information will not be shared without your consent
Some services are delivered through our white-label partners (ISO certification,specialist training). If your complaint relates to an external partner:
You can request access to anonymised complaint data. Your personal information will not be shared without your consent
A: Written complaints maintain a clear audit trail for your protection and ours. This
ensures there is no dispute about what was said or when.
A: We recommend raising complaints as soon as possible. There is no strict time
limit, but evidence may be harder to obtain after 12 months.
A: Yes, but we may need permission from the previous owner to access records.
Please provide as much information as possible.
A: The Ombudsman’s decision is binding on us but not on you. You may still pursue
legal action if you are not satisfied.
A: No. We will continue to deliver your project while investigating your complaint. If
you prefer to pause work, let us know.
contact Compliant Retrofits for PAS 2035 certified retrofit compliance and home energy upgrades in Manchester.
Call us on 0161 302 1985 or use our contact form — we will advise you within 24 hours on grant eligibility and next steps.
To help us investigate your complaint effectively, please provide the following information:
Compliant Retrofits aims to respond to a complaint within 3 working days of receipt. The initial response will confirm receipt of the complaint and allow for a 7-day holding period to fully investigate the complaint based on the information provided.
A formal resolution will be undertaken and reported back to all relevant parties within 10 working days from receipt of the initial complaint.
If a resolution cannot be reached within the initial timeframe, Compliant Retrofits will provide an estimate of the time required to resolve the complaint.
If you find the complaint resolution from Compliant Retrofits unsatisfactory, you can raise the complaint directly with the accreditation scheme (Elmhurst Energy).
Compliant Retrofits assessors are accredited through Elmhurst Energy and a copy of their complaint’s procedure can be issued upon request.
The complaint will then be handled according to the accreditation scheme’s complaint procedure, aiming to find a satisfactory resolution.
If a satisfactory outcome cannot be reached by the accreditation scheme, this will be escalated through an internal appeals process. Details can be provided by the accreditation scheme upon request.
All records of complaints, disputes, and outcomes will be maintained for a minimum of 7 years by Compliant Retrofits. The outcomes will only be made available to the relevant parties.
