Stage 1 — raise it with us directly
First, please give us the opportunity to resolve it. Contact our office:
- Phone: 0191 535 2711 (Mon-Fri 08:00-17:00)
- Email: info@amprenewables.co.uk
- Post: 8 Bede House, Tower Road, Washington, Tyne and Wear, NE37 2SH
Please include: your name, install date, project address, the nature of the concern, and any reference numbers from your contract or invoice.
We will acknowledge your complaint within 2 working days and provide a substantive response within 10 working days. Many concerns are resolved within 5 working days via a return site visit or a phone discussion.
Stage 2 — internal escalation
If you are not satisfied with the initial response from our office team, you can request escalation to the company director (Lee Sheridan, Director). The director will personally review your case and respond within 10 working days of escalation.
Stage 3 — independent advice and dispute resolution (free)
If we have been unable to resolve your concern after 8 weeks (or earlier by mutual agreement), you can get free, independent advice on your options — including referral to Trading Standards and Alternative Dispute Resolution routes:
- Citizens Advice Consumer Service: www.citizensadvice.org.uk/consumer
- Phone: 0808 223 1133 (free)
Your statutory rights under the Consumer Rights Act 2015 apply to every install and are not affected by anything in this procedure.
Stage 4 — independent regulatory bodies
Depending on the nature of the complaint, you may also contact:
- NICEIC (electrical installation complaints): www.niceic.com
- Gas Safe Register (gas installation complaints): www.gassaferegister.co.uk
- Trading Standards (Citizens Advice Consumer Service): 0808 223 1133
Information we'll need
To help us resolve your complaint quickly, please provide:
- Your full name and contact details
- Property address where the install was completed
- Date of installation (or original survey if pre-install)
- Contract reference number (top of your contract)
- Detailed description of the issue
- Any photos or supporting documentation
- What outcome you would consider a satisfactory resolution
Deposit + financial protection
Your payments are protected by your statutory consumer rights under the Consumer Rights Act 2015. If you pay any part of your contract (including the deposit) by credit card, Section 75 of the Consumer Credit Act 1974 may give you additional protection for purchases over £100. You also have a 14-day cooling-off period after signing a contract at home or at a distance, under the Consumer Contracts Regulations 2013.
Our commitments
- We will treat every complaint seriously and investigate fully
- We will not retaliate, intimidate, or be obstructive in resolution
- We will keep you updated on progress, even if a fast resolution is not possible
- We will use complaints to improve our process — valid criticism is genuinely welcome
Last updated: 2026-07-16. This complaints procedure is reviewed annually.
