Complaints procedure
If something has gone wrong, tell us. Most problems are sorted out quickly once we know about them.
Step 1 — tell us
Contact us by whichever route is easiest for you.
How to contact us
The EcoGlow Group Ltd
Unit 1 Chertsey Industrial Park, Ford Road, Chertsey, Surrey KT16 8FH
Telephone 01932 550828
Email info@ecoglow.uk.com
Monday to Friday, 8am to 5pm
Registered in England and Wales, company number 11046963. VAT registration number 284030913. Registered office: Unit 1 Chertsey Industrial Park, Ford Road, Chertsey, Surrey KT16 8FH.
It helps if you can give us your name and address, the date of the work, and what has happened. If you have photographs, please send them.
Step 2 — what we do
These timescales are the ones the Renewable Energy Consumer Code requires of us. They are not targets — they are obligations we are held to.
| When | What happens |
|---|---|
| Within 24 hours | If you are left without heating or hot water because of the problem, we attend within 24 hours of being told |
| Within 5 working days | Where an inspection is needed, we arrange to inspect your system |
| Within 10 working days | We report our findings to you clearly and in writing |
| At the end | We issue a written final response (see below for what it must contain) |
We record your complaint and keep that record updated throughout, including all correspondence and timings.
What our final response will contain
Our written final response will always tell you:
- the outcome of our investigation;
- whether something went wrong, and what effect it had;
- what we intend to do about it;
- that this is the end of our complaints process; and
- how to escalate the complaint if you are not happy with our answer.
Step 3 — if you are still not satisfied
You do not have to accept our answer. You can take the matter to an independent body free of charge. You can also escalate if we have not responded within 10 working days of you putting the complaint to us in writing — you do not have to wait for us.
Green Homes Dispute Resolution
This is the independent dispute resolution provider appointed under the Renewable Energy Consumer Code, of which we are a member. It is free to you, and it is designed to be quicker and more effective than going to court. You may ask a friend or relative to deal with it on your behalf, and we will co-operate with them fully.
Register a complaint through RECC at
recc.org.uk/consumers/how-to-complain
Our RECC membership number is 00072217
Time limits apply to raising a dispute: [PLACEHOLDER — confirm the current time limit from RECC before publishing]
TrustMark
We hold TrustMark licence number 3288118. TrustMark also operates a dispute resolution process for work carried out by its registered businesses.
trustmark.org.uk/homeowner/how-to-complain
Telephone 0333 555 1234
Gas Safe Register
For a complaint about gas work or gas safety, contact the Gas Safe Register on 0800 408 5500. If you smell gas or suspect a leak, call the National Gas Emergency Service immediately on 0800 111 999.
Your other options
Alternative dispute resolution through the schemes above is free and is usually faster than court. It does not remove your right to take legal action. You can also get free, impartial advice from Citizens Advice on 0808 223 1133, or at citizensadvice.org.uk.
Where your installation was funded through a government scheme, the scheme administrator will also have a complaints route, and we will tell you what it is.
If we have gone out of business
Installations registered with TrustMark or MCS carry an insurance-backed guarantee provided by [PLACEHOLDER — confirm the insurance-backed guarantee provider — Qualitymark Protection Ltd or the Consumer Protection Association]. Contact them directly using the policy documents supplied at handover.
Last updated 28 August 2026.