Complaints procedure
If something has gone wrong with your survey, quote, installation or aftercare, tell us and we will try to put it right. This page sets out how to complain to B9Renewables Ltd and what happens next.
How to complain
- Email business@b9energy.co.uk
- Phone 07867 517654. If you complain by phone, we will confirm the details back to you in writing.
- Write to B9Renewables Ltd, 5 Willowbank Road, Larne, County Antrim BT40 2SF.
Please tell us your name, the address of the installation, what has gone wrong and what you would like us to do. Photos and any paperwork help.
What happens next
- Acknowledgement within 2 working days. We confirm we have your complaint and tell you who is dealing with it.
- An inspection visit, if one is needed, within 5 working days. Where we need to see the problem, we arrange a visit at a time that suits you.
- Written findings within 10 working days. We write to you with what we found.
- A written final response. This sets out the outcome, our reasons, any remedy we are offering and how to take the matter further if you are not satisfied.
The time limits run from the day we receive your complaint. If we cannot meet one, for example because we are waiting on a manufacturer, we will tell you in writing why and when you can expect to hear from us.
If you are not satisfied
B9 Renewables is not currently a member of a consumer code such as RECC, so there is no scheme dispute-resolution service for our installations yet. You can still get free, independent help:
- Consumerline, the Northern Ireland consumer advice service, on 0300 123 6262 or at nidirect.gov.uk. Consumerline can advise on your rights and pass complaints to the Trading Standards Service.
- Citizens Advice, whose Northern Ireland page points to independent advice services here.
- The courts. You can take a claim to court, including through the small claims process for smaller amounts.
Complaining to us first does not affect your statutory rights.