How you complain depends on whether you have a loan, called a Green Deal finance plan, linked to your electricity bill.

If you have a Green Deal finance plan

  1. Contact your Green Deal provider if you have a complaint about them, your Green Deal assessor or your installer. It’s the provider’s job to look into your complaint for you. Their contact details are on your Energy Performance Certificate.

  2. Contact the Green Deal Ombudsman if your complaint hasn’t been resolved within 8 weeks, or if you aren’t happy with the provider’s response.

Green Deal Ombudsman enquiries@os-energy.org
Telephone: 0330 440 1624
Textphone: 0330 440 1600
Find out about call charges

If you don’t have a Green Deal finance plan

To complain about a Green Deal assessor or installer, contact them first. If you’re not happy with their response contact their certification body.

Contact the Energy Saving Advice Service if you’re in England or Wales, or Home Energy Scotland if you’re in Scotland and you don’t know who the certification body of the Green Deal assessor or installer is.

Energy Saving Advice Service
Telephone: 0300 123 1234
Monday to Friday, 9am to 8pm
Saturday, 10am to 2pm

Home Energy Scotland
Telephone: 0808 808 2282
Monday to Friday, 8am to 8pm
Saturday, 9am to 5pm
Find out about call charges

Contact your Green Deal provider if you have a complaint and ask them to resolve your problem. Contact Citizens Advice if you’re not happy with their response.

Complaints about the Green Deal Home Improvement Fund

Contact your Green Deal provider or installer if you’re not happy with the advice they gave you about the scheme, or the work they did for you.

Contact the Department of Energy and Climate Change (DECC) for any other complaints about the Green Deal Home Improvement Fund.

Department of Energy and Climate Change (DECC) correspondence@decc.gsi.gov.uk
Telephone: 0300 060 4000
Find out about call charges

DECC
3 Whitehall Place
London
SW1A 2AW

Report Green Deal fraud

Genuine companies use the Green Deal quality mark and have a certification number.

  1. Check the company’s certification number.

  2. Contact the Energy Saving Advice Service if you’re in England or Wales, or Home Energy Scotland if you’re in Scotland to report a company.

Energy Saving Advice Service
Telephone: 0300 123 1234
Monday to Friday, 9am to 8pm
Saturday, 10am to 2pm

Home Energy Scotland
Telephone: 0808 808 2282
Monday to Friday, 8am to 8pm
Saturday, 9am to 5pm
Find out about call charges

Other complaints

Contact the Energy Ombudsman if your complaint is about your energy supply or billing.

Contact the Financial Ombudsman if your complaint is about the financing or repayment process through the provider.

Contact Citizens Advice if a service wasn’t correctly described or the pricing seems unfair.

Contact the Energy Saving Advice Service or Home Energy Scotland if you don’t know who to contact or if your complaint is about misuse of the Green Deal quality mark.

Energy Saving Advice Service
Telephone: 0300 123 1234
Monday to Friday, 9am to 8pm
Saturday, 10am to 2pm

Home Energy Scotland
Telephone: 0808 808 2282
Monday to Friday, 8am to 8pm
Saturday, 9am to 5pm
Find out about call charges