Complaints Registration Form

Dispute Resolution - Important Privacy Information

1. Before completing our Complaints Registration Form, please note that we (Renewable Energy Assurance Ltd. (REAL)) will only process the personal data you submit on this Form in connection with handling your complaint and in accordance with the RECC Privacy Policy Statement, which can be found at https://www.recc.org.uk/privacy.
   
   
2. If your complaint falls within our remit, it will be handled through RECC’s Dispute Resolution Process (Mediation Procedure and Adjudication Service) which will entail sharing your personal data with the Code Member or former Code Member (if the company is no longer registered with RECC), in order to investigate the complaint, unless you tell us you do not want us to share your personal data with the Code Member or former Code Member.
   
   
3. If your complaint includes details of any technical issues with the installation of the system or products installed, we will not be able to handle those parts of your complaint. In this case we will refer those parts of your complaint to the relevant Microgeneration Certification Scheme (MCS) Certification Body for investigation, in accordance with their complaints process.  Further information about the MCS complaints process, which the Certification Bodies must follow, can be found on their website at: https://www.microgenerationcertification.org/consumers/complaints.  The MCS Certification Body will respond to you direct in relation to those parts of your complaint.
   
   In addition, we may share your personal data with other third parties such as Trading Standards offices, the finance regulator, the energy regulator, the Chartered Trading Standards Institute and the Department for Business, Energy and Industrial Strategy, but we will only do so if we consider it will assist us in our role to prevent consumer detriment.
   
   
4. Under data protection, you have certain rights in relation to how we process your personal data, including the right to be informed, right to access your personal data, the right to rectification, the right to erasure, the right to restrict processing, and the right to object. Further details about your rights and how to exercise any of your rights can found in the RECC Privacy Policy Statement on our website: https://www.recc.org.uk/privacy.

Declarations

RECC's Dispute Resolution Process is designed for consumer(s) who have entered into a contract with a Code member. A consumer is defined as "an individual or individuals acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession". If you do not fall within this definition, please click here for information about the Micro-Business Arbitration Service.

Your Details

Complainant Details - if different to above

Please provide your details if you are completing the form on behalf of the customer and you have their permission to do so.

Company's membership details

Please note that RECC can only deal with complaints about companies that are members of RECC.

If the company is a current RECC member, click on ‘yes’ and select their name. You can check whether a company is a current member by searching here.

If the company is not a current member, click on ‘no’ and provide their full details. If the company is a former RECC member, in some circumstances assistance can be provided through our Dispute Resolution Process. More information will be provided when your complaint form and documents have been reviewed.

If the company is a non-RECC member, your complaint will be logged as feedback. Alternatively, if the company is a member of another consumer code, we will provide their contact details for you to contact them directly.

Details on the company and your complaint

Please confirm whether you have contacted any of the following organisations about your complaint:

Please give a brief outline of the cause of the complaint or dispute:

Please give a brief outline of any previous attempts you have made to resolve the complaint or dispute IN WRITING (include, if possible, name of contact at the company and email address):

What would you like to achieve through the dispute resolution process?

Please tick the FIRST box below if you are completing this form because you want to make RECC aware of the company's practices. Please be aware that any evidence of potential non-compliance will not specifically be dealt with through RECC’s dispute resolution process, but will be investigated separately through RECC's monitoring and/or disciplinary procedures. Please note that although RECC is grateful for the information you are providing, we will be unable to update you on our investigations.

If 'other', please provide as much detail as possible about the specific outcome(s) you are seeking:

Are you happy for us to notify the company of your complaint?

Consumers in vulnerable circumstances

Your complaint will be handled through our Dispute Resolution Process which is based on written correspondence by email and telephone calls. All documents will be sent to you by email.

If you consider yourself to be in any vulnerable circumstances or have additional needs which means that you require support to engage with our process, we have extra support measures available which are:

a. provision of extra time to respond to email correspondence;
b. preference on communication style: telephone only/email only or both and documents sent by post only; and
c. seek the involvement of a trusted friend or relative to act on your behalf.

Please indicate in the box below the measure(s) you would find useful.

If there is any other additional measure that you would find useful which is not listed above, please inform us when we contact you and we will advise on whether we can accommodate it.

Please note that you are not required to disclose details of your circumstances or additional needs.