Customer Complaints
We're sorry we've not got it right this time
We're sorry to hear that you're looking to raise a complaint and we're really keen to sort it out. Thanks for taking the time to talk to us, we always want to make sure that we're aware of any issues. That way, we can find a fix, learn, and do our best to make sure it doesn't happen again, for the benefit of you and our other customers.
- We'll do all we can to resolve your complaint quickly
- We'll work with you to understand what went wrong and why it happened
- We'll ask if there is any particular resolution you would prefer, and take that into account
- We'll fix it
- We'll explain what we have done, and what happens next
Our aim is to reach a mutually acceptable solution and we want you to have this as quickly as you can. We'll assign you a complaint reference number and we'll keep you updated along the way and let you know what we are doing to fix your issue.
Get in touch
You can email us anytime at hello@zenovaenergy.co.uk, or call us between 9am–5pm Monday–Friday. We promise to acknowledge your complaint within 24 hours of it being logged, and will contact you to confirm the details and advise you of next steps.
If you contact us on the phone, it would help if you could provide some background information — we'll then work our hardest to resolve the issue right there and then. We ask that you provide us with:
- Your contact details (we may need to contact you for more information)
- Background information on the issue
- The impact the issue is having on you
- Your preferred resolution
Once your complaint has been logged, we'll issue you with a unique complaint reference number that will have all your complaint details attached to it.
We'll investigate
We aim to resolve complaints as quickly as possible, and if we can fix it immediately, we will. If we can't resolve it right away, we'll investigate and get back to you with a summary of actions within 10 working days of the complaint being raised. We'll keep you informed of our progress until it's resolved, and we aim to resolve any complaint within a maximum of eight weeks.
Your resolution
You'll receive a final response email from us once we've resolved your complaint, explaining what it was about and the steps we've taken to resolve it.
If we've managed to resolve it for you — brilliant news. We're pleased to have helped, and thank you for your patience.
If you're unhappy with the resolution, or your complaint is open longer than 8 weeks — let us know and we'll arrange for a Director to review it. The Director's decision will represent Zenova Energy's final response.
Take it further
If you remain dissatisfied after completing our process, you may refer your complaint to the MCS Complaints Process.
Zenova Energy works in line with MCS's Customer Commitment in all aspects. Where appropriate, MCS may recommend Alternative Dispute Resolution (ADR) — a way to resolve disputes without going to court, where an independent expert reviews the case and makes a decision. For eligible disputes, ADR is free and funded by MCS, and decisions are legally binding on MCS installers certified under the redeveloped scheme.
More information: mcscertified.com/consumers/consumer-complaints
Emergency complaints
If your complaint falls into any of these categories, it's an emergency:
- Electrical safety
- Fire risk
- Structural concerns
- Risk to health or safety
We'll prioritise the complaint immediately and arrange appropriate action as soon as reasonably practicable. Temporary measures may be implemented while permanent repairs are arranged.
Raise a complaint
Email us with the details below so we can get onto it as soon as possible:
- Full name
- Address and postcode
- Phone number and email
- Details of your complaint
- Photos, if relevant — just attach them to the email