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Complaints Procedure

We take all complaints seriously and aim to resolve them fairly and promptly. If you are unhappy with our service or with an installer recommended through our platform, please follow the procedure below.

1. Contact Us First

Please contact us with details of your complaint. Include your name, quote reference number (if applicable), and a clear description of the issue.

  • Email: complaints@mygreenhome.energy
  • Phone: 0845 838 1877 (Mon-Fri, 9am-5pm)
  • Post: Complaints Department, My Green Home Energy, Interlink Digital Group Limited

2. Acknowledgement

We will acknowledge your complaint within 2 working days and assign a dedicated complaints handler to your case.

3. Investigation

We will investigate your complaint thoroughly. This may involve contacting the installer, reviewing correspondence, and gathering evidence. We aim to complete our investigation within 10 working days.

4. Resolution

We will provide a written response outlining our findings and any proposed resolution within 14 working days of receiving your complaint. Possible outcomes include:

  • Mediation between you and the installer
  • Requiring the installer to take corrective action
  • Removing the installer from our platform
  • Providing alternative installer recommendations

5. Escalation

If you are not satisfied with our response, you may escalate your complaint to:

  • MCS - for complaints about MCS-certified installations: mcscertified.com
  • Citizens Advice - for general consumer advice: citizensadvice.org.uk
  • Trading Standards - via the Citizens Advice consumer helpline: 0808 223 1133
  • ICO - for data protection complaints: ico.org.uk

Important Note

My Green Home Energy is a comparison and lead generation service. We connect you with installers but do not carry out installations ourselves. Complaints about the quality of installation work should be directed to the installer in the first instance, and to MCS if the installer is MCS-certified. We will assist with mediation where possible.