Our Customer Charter

At Energy Wise Solar Limited, we are committed to delivering exceptional service, high-quality installations, and customer care built on transparency, integrity, and compliance with all applicable regulations. This Customer Charter sets out what you can expect from us throughout your journey — from initial enquiry through installation and ongoing support.

Putting Customers First

We pledge to:

Listen attentively to your needs and goals.
Provide honest, tailored advice based on your property, energy usage, and budget.
Explain technical information in clear, straightforward language.
Respect your home and privacy at all times.

Professional, Transparent Quoting

We will:

Provide accurate and itemised quotations with no hidden fees.
Clearly explain what is and isn’t included in the price.
Share realistic timelines and expectations for your project.
Offer written terms and conditions for full clarity before you commit.

Compliance with Standards and Legislation

We ensure:

All installations are completed in accordance with the Microgeneration Certification Scheme (MCS) requirements, guaranteeing high quality and safety.
Compliance with UK building regulations, electrical standards (such as BS 7671), and relevant health & safety legislation.
Adherence to consumer protection laws, including the Consumer Rights Act and Distance Selling Regulations where applicable.
Respect for data protection and privacy under the UK GDPR and Data Protection Act 2018.

Qualified and Accredited Teams

You can expect:

Fully trained and background-checked installers with recognised certifications.
Ongoing training and competency checks to uphold quality.
Work carried out by professionals insured to industry standards.

Respect, Safety, and Cleanliness

During all visits:

We will treat your home and property with respect.
Work areas will be kept clean and safe.
We will explain any safety measures you should follow during and after installation.
We will clean up thoroughly at completion.

Clear Communication

We commit to:

Keeping you informed at every stage of the project.
Providing a dedicated point of contact for questions and updates.
Responding to your calls and messages promptly and courteously.

Product and Installation Warranties

We guarantee:

All products and systems installed come with manufacturer’s warranties.
Workmanship warranties on all installations as per industry standards.
Clear guidance on how warranties work and how to make a claim.

Aftercare and Support

We offer:

Post-installation support and guidance on system operation.
Assistance with monitoring performance and troubleshooting.
Scheduled maintenance checks where applicable.

Fair Complaints Handling

If you have a concern:

We will listen with respect and without judgment.
Investigations will be prompt, fair, and confidential.
We will seek resolution efficiently and keep you updated on progress.
You will be informed of your rights, including how to escalate a complaint externally if needed.

Responsible and Sustainable Work

We commit to:

Installing systems that reduce your carbon footprint and energy costs.
Minimising waste and recycling materials responsibly.
Operating transparently in pursuit of environmental and community wellbeing.

Energy Wise Solar Limited exists to empower homeowners with renewable energy solutions that are safe, reliable, and compliant. Your trust matters, and this Charter reflects our promise to deliver service you can rely on

Ready to Discuss?

GET IN TOUCH

Address:
Suite 15, 2^nd Floor
The Ace Centre
Cross Street
Nelson
BB9 7NN

Phone: 0330 174 0233

Email: info@energywisesolar.uk

Working hours: Monday to Friday 9 am to 5pm

Finance Disclaimer

Energy Wise Solar LTD is an Introducer Appointed Representative of Ideal Sales Solutions Ltd, t/a Ideal4Finance. Ideal Sales Solutions is a credit broker and not a lender (FRN 703401). Finance available subject to status. The rate offered is always provisional and will depend upon your personal circumstances, the loan amount and the term.

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Legal Information

Energy Wise Solar Limited operates in line with all applicable UK laws and regulations, including UK GDPR and the Data Protection Act 2018 (ICO registered), UK consumer protection legislation, and relevant industry standards and certifications such as MCS where applicable; for more information, please refer to our Privacy Policy or contact us directly.

Company Registration Number: 15912946
Registered with the ICO under registration number ZC072879
FCA Reference Number (FRN): 1026579