Consumer protection

You should check that the installer you choose is registered with TrustMark. TrustMark is a government-endorsed quality scheme for both energy efficient home upgrades and renewable energy installations. You can use the service to find approved installers in your area.

The Microgeneration Certification Scheme (MCS) is an accreditation scheme for renewable installers and products. One of the conditions of MCS certification is that installers must also be members of a consumer code.

It has also been a requirement for some financial support that a MCS installer and product was used, for example, the now closed domestic Renewable Heat Incentive (RHI) and for some loan support in Scotland.

For advice on certified products and installers available in your area:

Anywhere in the UK:

• Find a local MCS certified installer using the MCS installer search.
• Find certified products at the MCS website.
• Look for an installer or supplier signed up to an industry code of practice.
• Speak to people in your area who have had systems installed and ask if they would recommend their installer.

In Scotland:

• Call Home Energy Scotland on 0808 808 2282.
• Look for an MCS certified installer operating in your area using our Renewables Installer Finder.

See our blog on tips to avoid rogue traders and installers for more advice on hiring a reputable installer.

The schemes listed below help to protect consumers with renewable installations. They also:

• Provide consumers with a seven-day cooling-off period regardless of the method of sale.
• Explain certain information to consumers both in writing and verbally.
• Give realistic estimates of the likely performance of the product in a way that can be understood by consumers.
• Provide a workmanship warranty for a minimum of two years.

Please note: the information above has been provided by the Renewable Energy Consumer Code (RECC).

The UK Government has worked with industry to develop the Microgeneration Certification Scheme (MCS), to ensure the quality of renewable technology installations and products. The scheme sets industry standards for installers of small-scale renewable energy technologies. It demonstrates that an installer can install to the highest quality every time, using products that have met rigorous testing standards.

To check that your installer is MCS certified, search for them on the MCS website or call Home Energy Scotland on 0808 808 2282 if you live in Scotland.

It is mandatory for all MCS members to be registered with a Trading Standards Institute (TSI) Consumer Codes Approval Scheme (CCAS).

Presently the Renewable Energy Consumer Code (RECC), the Home Insulation and Energy System Contractors scheme and the Glass and Glazing Federation consumer code are the only TSI registered schemes available.

Supported by the European Solar Thermal Industry Federation, Solar Keymark certifies compliance of a product with the relevant European standards and is the official European benchmark for solar panels and systems.

Products that have been certified under Solar Keymark should also be eligible for the domestic Renewable Heat Incentive.

The Renewable Energy Consumer Code (RECC) was set up by the Renewable Energy Association. It operates under the CCAS run by the TSI. The aim of the RECC is to ensure that consumers wishing to install a small-scale renewable heat or power generation system for their home have the necessary confidence and service standards so they can make an informed choice.

The code sets out high standards in relation to consumer protection and requires installers to provide protection for deposit payments and workmanship warranties. It also ensures that MCS-certified installers ​are forbidden to use high-pressure selling or inducement to force quick buying decisions.

The Home Insulation and Energy Systems Contractors Scheme (HIES) ensures that consumers are dealt with professionally, courteously, and sympathetically. Any product installed by HIES members must be fit for purpose, installed professionally, and come with comprehensive guarantees that are underwritten with HIES approved specialist insurance, providing consumers with a high level of protection and peace of mind.

HIES also allows consumers to have a free access to robust dispute resolution and therefore, free mediation, free independent inspections to assist with installation or product malfunctions (at HIES discretion), and free access to the Ombudsman to help resolve any issues that may arise.

To that end, HIES scheme rules and code of practice is a stringent set of rules and a ‘Modus Operandi’ that members must adhere to at all times in their dealings with consumers. The code has been approved by the Trading Standards Consumer Code Approval Scheme (CCAS).