Complaints Procedure
Last updated: August 2026
We take complaints seriously and aim to resolve them quickly and fairly. If you are unhappy with any aspect of our service, here is what to do.
Step 1 — Contact us directly
Raise your complaint with us first. We aim to acknowledge within 2 working days and resolve within 10 working days.
- Phone: 0141 230 0198
- Email: info@scottishenergyefficiency.co.uk
- Post: Scottish Energy Efficiency, Unit 3 Prospect III, Dundee Technology Park, Dundee DD2 1TY
Please include your name, contact details, the date of the work or interaction, and a clear description of the problem. We will assign a case handler and keep you updated throughout.
Step 2 — Escalate to TrustMark
If you are not satisfied with our response, you can escalate your complaint to TrustMark's alternative dispute resolution (ADR) scheme. Our installation partner, Home Heating Services (Scotland) Ltd, is TrustMark registered (3559930).
- TrustMark dispute resolution: trustmark.org.uk/homeowner/dispute-resolution
TrustMark will investigate and mediate between you and the installer. Details of the ADR scheme and how to access it are included in your guarantee documents, provided at handover.
Step 3 — Ombudsman or court
If ADR does not resolve the matter, you retain the right to take your complaint to the relevant ombudsman or to the courts. Scottish courts have jurisdiction over disputes arising from our services.
Who is responsible for what
- Advisory service (assessments, recommendations, communication): Scottish Energy Efficiency
- Installation work (fitting, commissioning, workmanship guarantee): Home Heating Services (Scotland) Ltd (SC484353)
- Equipment warranties: the manufacturer (Duracell, Tesla, etc.)
If you are unsure who to contact, call us on 0141 230 0198 and we will direct you.