Terms

Sort My Solar — Last updated: 9 August 2026

1. Our commitment

We aim to provide an excellent service, but we know that sometimes things go wrong. When they do, we want to hear about it, put it right where we can, and learn from it. This policy explains how to make a complaint, what we will do with it, and how quickly you can expect a response.

Making a complaint is free, and complaining will never affect the service you receive from us.

2. What this policy covers

Because we are a comparison and introduction service rather than an installer, complaints tend to fall into two categories, and it helps to know the difference:

Complaints about us. These are complaints about our service — for example, problems with our website or quote form, the way your details were handled, the conduct of our staff, or unwanted contact from us. We handle these directly under the process in this policy.

Complaints about an installer. These are complaints about a solar installation company we introduced you to — for example, their quote, sales conduct, workmanship, products or aftercare. Your contract is with the installer, so they are responsible for resolving these complaints, and you should raise the issue with them first under their own complaints process. However, we still want to know about your experience — see section 6.

3. How to make a complaint

You can make a complaint:

• By email: info@sortmysolar.com (please put “Complaint” in the subject line).

To help us resolve your complaint quickly, please include your name and contact details, the date of your enquiry, what has gone wrong, and what you would like us to do to put it right. If your complaint concerns a specific installer, please tell us which one.

If you need to make a complaint in a different format, or need extra support to do so, let us know and we will do our best to accommodate you.

4. What we will do, and when

When you complain to us about our service:

• We will acknowledge your complaint within 3 working days of receiving it.
• We will investigate fairly and impartially, and may contact you if we need more information.
• We will send you a full response within 14 working days of receiving your complaint. If the matter is complex and we need longer, we will tell you why and give you a revised timescale — in any event, you will receive our final response within 8 weeks.
• Our response will explain what we found, what we will do to put things right (which may include an apology, a correction, or other appropriate action), and what to do if you remain unhappy.

5. If you are not satisfied with our response

If you are not happy with our final response, you can ask for your complaint to be reviewed by a director of Sort My Solar, who will take a fresh look at the matter and respond within 14 working days.

If your complaint relates to how we have handled your personal data — for example, how your details were shared or unwanted marketing — and you remain unhappy after our final response, you have the right to raise the matter with the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.

Nothing in this policy affects your statutory rights or your right to seek independent advice, for example from Citizens Advice.

6. Complaints about installers

If your complaint is about an installer we introduced you to, please raise it with the installer directly in the first instance, following their complaints process — they are the party responsible for the quote, contract, installation and any warranties, and in most cases they will be best placed to resolve the issue.

If the installer does not resolve your complaint, you may have further routes of escalation. Installers on our panel are MCS certified, which means they are required to belong to a consumer protection scheme such as HIES. These schemes offer free, independent dispute resolution for complaints about members. The installer’s paperwork should tell you which scheme they belong to, or you can ask them directly.

Please also tell us about your complaint, even though we cannot resolve it on the installer’s behalf. We take reasonable steps to monitor the quality of the installers on our panel, and your feedback directly informs whether an installer stays on it. Where we can, we will also help you take your complaint to the installer — for example, by providing details of your enquiry or the introduction we made.

7. How we record and use complaints

We keep a record of complaints, how they were resolved, and any action taken. We review complaints regularly to identify patterns and improve our service and our installer panel. Complaint records are handled in accordance with our Privacy Policy, available on our website.

8. Contact

If you have any questions about this policy, contact us at info@sortmysolar.com.