Thank you for taking the time to share your experience — we’re genuinely sorry to hear how frustrated and disappointed you’ve been, and we’d like to offer some important context.
Firstly, we’ve now forwarded your DNO approval via email, which you can use to register for your SEG. We cannot do this for you unfortunately however we’ve sent instructions via email on how to do this. If you run into any difficulties or need help with the process, please don’t hesitate to get in touch — we’re happy to help.
This installation was originally arranged through one of our fully MCS-accredited partner companies. Unfortunately, and without our prior knowledge, they subcontracted the work — something we do not condone. As soon as we became aware of the situation and the issues with your system, we stepped in to help, even though the problems stemmed from work carried out by others.
Despite this not being a fault of our own team, we’ve sent engineers to your property on three separate occasions at our own cost to try to fix the system — all while dealing with an ongoing legal dispute with the contractor responsible. These visits were made in good faith, and our sincere intention has always been to get your system working properly.
Unfortunately, the contractor is now withholding the MCS certificate and demanding additional payment, which we will not agree to until the job is completed to the required standard. We believe this is unfair to both us and to you, and we are currently in legal proceedings to resolve the matter. We are doing everything we can to ensure a fair and lawful outcome that gives you the system — and paperwork — you deserve.
Regarding the image on our website: it was uploaded by our marketing team as part of a batch update and was never intended to misrepresent your experience. We sincerely apologise if it added to your frustration and will have it removed.
Please know that we have not walked away. We’re still here, and we care deeply about putting this right — not just for you, but to protect the trust of all our customers. While the legal process limits what we can do or say in the short term, our long-term commitment is unchanged.
Thank you again for your patience and for bringing this to light.
