If something has gone wrong — here's how we'll fix it

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 (Joe Sheridan, Founder / Lee Sheridan, Director). The director will personally review your case and respond within 10 working days of escalation.

Stage 3 — RECC conciliation (free)

If we have been unable to resolve your concern after 8 weeks (or earlier by mutual agreement), you can refer the dispute to the Renewable Energy Consumer Code (RECC) for free conciliation:

• RECC: www.recc.org.uk
• Email: consumer@recc.org.uk
• Phone: 020 7981 0850

RECC conciliation is free and binding on AMP Renewables. RECC may also escalate to independent arbitration via the Chartered Trading Standards Institute-approved Alternative Dispute Resolution scheme.

Stage 4 — independent regulatory bodies

Depending on the nature of the complaint, you may also contact:

• TrustMark (overall consumer protection): www.trustmark.org.uk
• MCS (technical / product complaints on solar, heat pump, biomass): mcscertified.com
• 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

As a RECC-member installer, your deposit is protected by independent insurance. If AMP Renewables were unable to complete a contracted install, RECC would refund your deposit. This protection runs in parallel with your statutory consumer rights under the Consumer Rights Act 2015.

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: 2026-05-31. This complaints procedure complies with the RECC consumer code (clause 11) and is reviewed annually.