Complaints procedure

We want every installation to go well. If something isn't right, please tell us — most problems can be sorted quickly.

1. How to complain

Email hello@solarrr.co.uk or write to [Registered office address]. Please include your name, address, what went wrong and what you'd like us to do. Photos help.

2. Acknowledgement

We aim to acknowledge your complaint within 3 working days and tell you who is looking after it.

3. Our response

We aim to give you a full written response within 14 working days. If we need longer — for example to arrange a site visit or hear from a manufacturer — we'll tell you why and when you can expect an answer.

4. If you're still not happy

If you're not satisfied with our response, you can ask for it to be reviewed by a director, who will reply within a further 14 working days.

If the matter is still unresolved, you can seek independent help. We'll tell you in our final response about any alternative dispute resolution scheme that applies. You can also get free advice from Citizens Advice (or Advice Direct Scotland if you live in Scotland).

Your legal rights

This procedure doesn't affect your statutory rights.