When you’re not happy, we’re not happy

At Solarplicity, we really do pride ourselves on excellent customer service – so, if for any reason, we’ve fallen short of this, first of all we’re sorry, and second, we want you to tell us about it. Your customer experience is hugely important to us and we’re always working hard to improve the service we provide. Unfortunately, sometimes things can go wrong, and this page tells you more about what to do if that ever happens. Rest assured, we take every single complaint seriously and aim to get any issues sorted out as quickly as possible.

Our complaints procedure

Not completely happy with the service you’ve received? Get in touch with us as soon as possible at theteam@solarplicity.com – or call us on 0333 0044666 Monday-Friday between 8am-8pm and on Saturdays between 9am-5:30pm. We have a clear, simplified procedure, to ensure that each and every complaint is dealt with in a timely and thought through way. You can download a pdf of our complaints procedure here

If you need independent advice

It’s easy to get independent advice about your energy supply. The Citizens Advice consumer service gives free, confidential and impartial advice. You can get in touch with them for advice at anytime during the complaints process. Visit: www.citizensadvice.org.uk/energy Or call the Citizens Advice consumer helpline 03454 04 05 06 (textphone 18001 03454 04 05 06) or submit a query online here.

The energy ombudsman

If, after following our complaints procedure, you still feel your issue hasn’t been resolved (and it’s been eight weeks since you made your initial complaint) you have the option to raise the issue with the Ombudsman Service: Energy. This is a free to use service that’s totally independent and, if you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem, or give you a financial award. You, however, do not have to accept their decision if you so choose. You can call them on 0330 4401624, send an email to osenquiries@os-energy.org or visit their website at www.ombudsman-services.org/energy

Our complaints data

In order to provide quarterly and annual reports of our complaints figures, we monitor all the complaints we receive. You can take a look at our most recent complaints reports below.