Complaints Procedure
This page is maintained by The Solar Broker and sets out how to raise a concern about our advice or about an installer we introduced. Last updated: July 2026.
How to contact us
Call 0800 870 8003 or email hello@thesolarbroker.co.uk. You can also write to us at Ann's Platt, Topsham, Exeter, EX3 0DB. Our phone is answered open 24/7, every day of the week.
What happens next
- We acknowledge your complaint within two working days and confirm who is handling it.
- We look into what happened and come back to you with a written response, normally within five working days. If we need longer, we will tell you why and when to expect an answer.
- Where the complaint concerns work carried out by an installer, we raise it with them on your behalf and stay involved until it is resolved.
Complaints about an installation
The contract for the installation work is between you and the installer you chose, and the installer provides the installation guarantees. Products come with their own manufacturer warranties. That said, we do not step away once the job is done. We will escalate any aftercare issue with the installer for you, for as long as you need us to.
If you are still unhappy
Installers on our panel are MCS certified and carry workmanship guarantees underwritten by an independent insurer, and their scheme memberships provide routes to independent dispute resolution. We will tell you which route applies to your installer and help you use it.