Cancellations & Complaints

Cancelling your order

Once you have signed your contract, you have a 14-day cooling-off period to seek a refund on your deposit if you change your mind. Note we typically ask your permission to commence work during this time to speed up your installation, which may incur some admin charges should you cancel. After this period your deposit is non-refundable and you may incur additional charges for work undertaken prior to cancellation.

If you are sure you wish to cancel your order we advise you to contact your Guru or use the form below. Once completed, please email this form to your Guru.

How can I make a formal complaint with MakeMyHouseGreen?

We are continuously working to ensure all of our customers have an great level of service. However, we recognise that sometimes things don't go as planned.

If you have a problem with your installation, the quickest solution is to email where one of our team will be able to help you. You can also register a formal complaint by emailing - we'll work with you to understand what's happened and how we can reach a positive resolution.

When should I make a complaint?

The best thing to do is to contact us as soon as you become aware of any issues caused by MakeMyHouseGreen. Please tell us about the nature of your complaint, how the situation has impacted you, and what resolution you are seeking. This will enable us to resolve any issues as quickly as possible and to your satisfaction.

Every situation is different and we will consider each issue, complaint and resolution on a case by case basis to ensure it is best for you.

Please bear in mind that we are not able to take on complaints about your energy supplier or distribution network operator. This is because we are a completely separate company from these providers, therefore we are not able to take responsibility for their actions, neither are we able to influence their behaviour. To make a complaint about your supplier or DNO, you will need to contact them directly. Of course, we are always happy to help where we can by providing guidance and support.

What happens when I make a complaint?

Step 1. We'll do our best to understand and work with you to resolve the issue when it's raised. If the situation can't be resolved straight away, we'll formally acknowledge your complaint in writing within 3 working days.

Step 2. Your Guru will work with you, members of the MakeMyHouseGreen team, and any third parties involved (e.g. energy suppliers) to fully investigate the situation.

Step 3. We will send you our final complaint response in writing which will explain our findings and resolution.

What happens if I want to reopen my complaint?

Please note that after our final response has been sent, we will only reopen complaints if the situation has changed. If this happens, kindly let us know by contacting your Guru.

What if I am not satisfied with the response to my complaint?

We aim to resolve all complaints quickly and to a high level of satisfaction. However, if we have not resolved your complaint within 14 days, you can escalate your complaint to MCS, our certifying body, by filling out this form

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