Our Customer Charter
Our promise to you — transparent, professional, and compliant solar installations you can trust.
Our Commitment
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 completed in accordance with MCS requirements, guaranteeing high quality and safety.
- Compliance with UK building regulations, electrical standards (BS 7671), and relevant health & safety legislation.
- Adherence to consumer protection laws, including the Consumer Rights Act and Distance Selling Regulations.
- Respect for data protection and privacy under UK GDPR and the 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 throughout.
- 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.