Energy Efficiency Group shall establish and operate a process to facilitate feedback on the installation process, whether positive or negative, from customers. Any feedback received shall be documented and acknowledged prior to being investigated and corrected if judged beneficial. Any decision not to take corrective action in relation to negative feedback shall be documented, including the reasons for reaching that decision.

Prior to final commissioning, the customer will be issued with GDPF04 - Customer Feedback Form.

This Feedback Form should be requested from the customer at final handover and returned to the Quality Representative.

Any feedback, either positive or negative, will be reviewed, assessed and, where appropriate, changes made to our processes to improve our quality and the satisfaction of our customers.

This review and assessment will be documented on GDPF05 - Analysis of Customer Feedback Form.


Any complaints in regards to the installation of an energy efficiency measure should be notified by email to

As a TrustMark Registered Business we are also part of the Government Endorsed Quality Scheme and as such have an obligation to handle disputes fairly and within compliance of the Code of Conduct and Customer Charter. We will use the Code of Conduct and Customer Charter to positively promote to consumers the benefit of using the quality mark and ensure we respect the wishes and welfare of consumers and operate in a way which protects their homes and property.

Where a complaint specifically relates to a Retrofit Assessment then we also follow the ecmk complaint procedure and terms and conditions of their membership scheme which is available to view here:

The TrustMark Framework Operating Requirements (FOR) requires a TrustMark Registered Business to provide a consumer with suitable financial protection for a period of two years minimum, with some 25 years or more depending on the measure such as Cavity Wall Insulation and External Wall Insulation covering product warranty and workmanship guarantees. Any guarantee complaints will be included as part of our complaints handling procedure.

We will ensure that consumers have access to a speedy, accessible, clear and user-friendly dispute process, which is free of charge, up to the point of Alternative Dispute Resolution (ADR) and helps to reduce the need for legal action.

We will aim to reach an amicable solution, wherever possible, building increased consumer confidence and improving customer satisfaction.

When acting as a Retrofit Installer we take full responsibility for the quality of work, compliance with the Code of Conduct and any other legal requirements in respect of work carried out by our employees and/or sub-contractors.

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