Complaints procedure

Our commitment

We take complaints seriously. If something goes wrong, we want to know about it and we want to put it right. This procedure sets out what to do and how long each step takes.

Scottish Energy Efficiency is a trading name of Scot Energy Efficiency Ltd, company number 17408629, registered office 66 Paul Street, London EC2A 4NA.

Step 1: Contact us

Tell us what went wrong. You can:

• Call us on 0141 230 0198
• Email us at info@scottishenergyefficiency.co.uk
• Write to us at Unit 3 Prospect III, Prospect Business Centre, Dundee DD2 1TY

We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.

Step 2: Escalation

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a senior member of the team. We will respond within a further 10 working days.

Step 3: Independent advice

If we cannot resolve your complaint, you can get impartial consumer advice at no cost from Advice Direct Scotland (consumeradvice.scot).

Data protection

For data protection complaints, contact the ICO at ico.org.uk.