Complaints Policy

For Heating Systems, Insulation and Solar PV Installations in UK Properties

1. Introduction

Berks Insulation aims to provide reliable installation services and a positive customer experience. As an MCS-certified and TrustMark-registered installer, Berks Insulation aims to deliver heating systems, insulation and solar PV installations to the required standards.

However, problems can sometimes occur. If a property owner is unhappy with any aspect of Berks Insulation’s service, the property owner has the right to raise a complaint.

Berks Insulation takes complaints seriously and aims to investigate concerns fairly, communicate clearly and resolve issues as quickly as possible.

This policy explains how to submit a complaint, what information to provide, how Berks Insulation handles complaints and what options are available if a complaint remains unresolved.

Our finance partners

Berks Insulation Limited (Financial Services Register No. 1053611) is an Introducer Appointed Representative of Hometree Finance, a trading name of HTG Finance Limited (Financial Services Register No. 825534), and of Phoenix Financial Consultants Limited (Financial Services Register No. 539195). Both are authorised and regulated by the Financial Conduct Authority. The lender providing your finance will be named on your credit agreement.

2. What Can You Complain About?

Property owners can complain about any aspect of Berks Insulation’s services that causes dissatisfaction.

Examples include:

• Installation quality: Concerns about the quality, finish or standard of completed work.
• Heating systems: Problems with heat pumps, heating equipment, controls or system performance.
• Insulation work: Concerns about insulation materials, fitting, workmanship or the completed installation.
• Solar PV systems: Problems with solar panels, inverters, batteries, wiring or other installed equipment.
• Installation delays: Missed appointments, delays to scheduled work or poor communication about installation dates.
• Property damage: Damage to walls, roofs, ceilings or other parts of a property during installation.
• Customer service: Poor communication, unprofessional behaviour or delays in responding to enquiries.
• Documentation and handover: Missing installation documents, certificates, warranties or other relevant information.
• Agreements and payments: Concerns about quotations, invoices, deposits, agreed work or payment arrangements handled by Berks Insulation.
• Aftercare and repairs: Delays or difficulties when requesting support for installation-related issues.

If a property owner is unsure whether an issue falls within Berks Insulation’s responsibility, the property owner can contact the team for guidance.

3. How to Submit a Complaint

Complaints about our work

If your complaint is about the installation, the products, or the service you received from us, please contact us at info@berksinsulation.com, on 01753 315225, or by post at Berks Insulation, ALBION House, Albion CI, Slough, SL2 5DT, United Kingdom. We will acknowledge your complaint and tell you how we will handle it.

General enquiries and complaints

• Telephone: 01753 315225
• Toll-free telephone: 0800 002 5837
• Email: info@berksinsulation.com

Postal address

Berks Insulation, ALBION House, Albion CI, Slough, SL2 5DT, United Kingdom

Property owners can raise a complaint by telephone, email or post. Written complaints can be helpful because they provide a clear record of the concerns and supporting information.

Information to Include in a Complaint

To help Berks Insulation investigate the issue, property owners should provide the following information where available:

• Full name and preferred contact details.
• Property address where the work was completed or planned.
• Installation or customer reference, if available.
• Type of service, such as heating, insulation or solar PV.
• Date of installation or when the issue first occurred.
• A clear description of the problem.
• Details of previous conversations with Berks Insulation.
• Relevant photographs, emails, quotations, invoices or other supporting documents.
• The outcome the property owner would like Berks Insulation to consider.

Property owners do not need every item before submitting a complaint. Berks Insulation can explain if further information is required.

Important: Property owners should not send passwords, full payment card details or other unnecessary sensitive information when submitting a complaint.

4. Complaints Relating to Finance

If your complaint relates to the finance agreement itself, including its terms, payments, or how the finance was explained or arranged, please contact the lender named on your finance agreement rather than us.

We introduce customers to more than one finance provider:

• If your agreement is with Hometree Finance (a trading name of HTG Finance Limited), please contact them at hello@hometreefinance.co.uk.
• If your finance was arranged through Phoenix Financial Consultants Limited, please contact their Customer Services Team by email at customerservices@phoenix-fc.co.uk, by telephone on 01923 333 256, or by post at Phoenix Financial Consultants Ltd, Unit 8 Abbots Business Park, Primrose Hill, Kings Langley, Hertfordshire, WD4 8FR.

If you are unsure which lender your agreement is with, please contact us and we will confirm the relevant lender and provide you with their complaints contact details. If appropriate, we can also forward your complaint to the relevant lender and let you know that we have done so.

If you are unhappy with the outcome of your finance complaint, or you have not received a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The service is free and independent.

Financial Ombudsman Service

Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567

Website: https://www.financial-ombudsman.org.uk/

5. How Berks Insulation Handles Complaints

Berks Insulation aims to handle every complaint fairly and efficiently. The process below explains the steps property owners can expect.

Step 1: Receipt and Initial Review

Berks Insulation will review the complaint to understand the issue and identify the appropriate team or person to investigate it.

If the issue can be resolved quickly, Berks Insulation will aim to provide a suitable solution without unnecessary delay.

Step 2: Acknowledgement

Berks Insulation will aim to acknowledge the complaint and confirm that it has been received.

The acknowledgement may explain the next steps and request additional information if necessary.

Step 3: Investigation

Berks Insulation will investigate the concerns and review the available evidence.

Depending on the nature of the complaint, the investigation may include:

• Reviewing the installation agreement and relevant records.
• Checking photographs, correspondence and other supporting evidence.
• Speaking with the relevant installation or customer service team.
• Arranging an inspection of the installed system or affected property, where appropriate.
• Identifying any corrective work or other action that may be required.

If a technical issue requires further assessment, Berks Insulation may need additional time to complete the investigation.

Step 4: Communication and Updates

Berks Insulation aims to keep the property owner informed while the complaint is being investigated.

If the investigation takes longer than expected, Berks Insulation will provide updates where appropriate and explain any further steps required.

Property owners should inform Berks Insulation if the problem creates an urgent safety concern or prevents an essential heating system from operating.

Step 5: Outcome and Resolution

After investigating the complaint, Berks Insulation will explain the findings and any proposed action.

Depending on the circumstances, a resolution may include:

• Correcting an installation issue.
• Arranging a repair or further inspection.
• Replacing faulty equipment where appropriate.
• Providing missing documentation.
• Clarifying information about the installation or agreement.
• Explaining why the available evidence does not support the complaint.
• Offering another appropriate solution based on the findings and applicable obligations.

Any proposed corrective work, replacement or other remedy will depend on the facts of the case, the applicable agreement and relevant legal or scheme requirements.

6. What If You Are Still Unhappy?

If a property owner remains dissatisfied after receiving Berks Insulation’s response, the property owner can request a further review of the complaint.

The request should explain which parts of the outcome remain unsatisfactory and why.

Berks Insulation will review the outstanding concerns and explain the next steps. Where appropriate, the property owner can also consider external complaint or dispute-resolution options.

TrustMark Complaints Process

Berks Insulation is a TrustMark-registered installer. Property owners may be able to seek further assistance through TrustMark if an installation complaint cannot be resolved directly.

Property owners should normally give Berks Insulation an opportunity to investigate and address the issue before escalating it.

TrustMark operates a staged complaints process. Property owners should follow the current process in the required order and check the applicable eligibility conditions.

TrustMark website: https://www.trustmark.org.uk/homeowner/support/complaints-process/index.html

TrustMark may be unable to consider certain complaints, depending on matters such as registration status, the age of the work and the stage reached in the complaints process.

MCS Complaints Process

For relevant renewable energy installations, property owners may also be able to seek assistance through the MCS complaints process.

The available route will depend on the nature of the complaint, the installer’s certification status at the time of installation and the applicable scheme requirements.

MCS website: https://mcscertified.com/

Property owners should check the current MCS complaints guidance before escalating a complaint.

7. Complaints About Personal Information

If a complaint concerns how Berks Insulation handles personal information, the property owner can contact Berks Insulation using the contact details in Section 3.

Examples include concerns about how personal information is collected, stored, used, shared or protected.

Berks Insulation will review the concern and respond in accordance with applicable data protection requirements.

If the property owner remains dissatisfied, the Information Commissioner’s Office (ICO) may be able to provide further assistance.

ICO website: https://ico.org.uk/

Telephone: 0303 123 1113

The ICO is the UK’s independent data protection regulator.

8. Urgent Safety Concerns

Some installation complaints may involve an immediate safety risk.

Examples include exposed electrical wiring, suspected gas leaks, unsafe heating equipment, water leaks near electrical components or other potentially dangerous installation defects.

If there is an immediate danger, property owners should contact the appropriate emergency service or qualified emergency professional. A complaint to Berks Insulation should not replace urgent safety action.

Property owners should not attempt repairs or interfere with electrical, gas or heating equipment where doing so could create a risk.

Berks Insulation should be notified as soon as reasonably possible so that the installation-related concern can be assessed.

9. Important Information for Property Owners

Before submitting or escalating a complaint, property owners should remember the following:

• Contact Berks Insulation first for concerns about its installation work or customer service.
• Explain the problem clearly and provide relevant evidence where possible.
• Keep copies of complaints, emails, photographs and responses.
• Inform Berks Insulation if the issue involves an urgent safety concern.
• Allow reasonable time for the investigation and proposed corrective action.
• Contact the lender named on your finance agreement for complaints about finance, using the details in Section 4.
• Check the applicable TrustMark, MCS or other dispute-resolution process before escalating an unresolved installation complaint.
• Keep track of any deadlines that apply to external complaint routes.

10. Our Commitment

Berks Insulation aims to provide clear communication, fair complaint handling and appropriate support when problems arise.

Every complaint provides an opportunity to understand customer concerns, investigate what happened and identify improvements where necessary.

Berks Insulation will aim to treat customers respectfully, explain the outcome of investigations and take appropriate action where an issue is identified.

Property owners who experience a problem with a heating system, insulation or solar PV installation are encouraged to contact Berks Insulation using the details provided in this policy.