Our commitment
Circle Energy Ltd is committed to delivering renewable energy installations to a high standard and to handling every complaint promptly, fairly and transparently. Every complaint is recorded, investigated and resolved within the timescales set out below, in line with our documented Complaints Handling Procedure and the MCS Customer Commitment.
How to raise a complaint
You can raise a complaint with us by any of these routes — all are equally valid and logged on the day we receive them:
- Email: hello@circle-energy.co.uk
- Phone: +44 7853 064614
- Post: Circle Energy Ltd, 15 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ
Please include your name, contact details, the address of the installation, a description of the issue, and any supporting documents or photos.
What you can expect from us
Our service-level targets are measured in working days (Monday to Friday, excluding England & Wales public holidays):
- We will acknowledge your complaint in writing within 2 working days, confirming a reference, a named owner and an indicative timescale.
- We will investigate — technical complaints are reviewed by our Technical Supervisor, and commercial or conduct complaints by the Director.
- We will provide a substantive written response within 28 working days of receipt, setting out our findings, proposed resolution and any remedial works scheduled.
- Any agreed remedial works are carried out and re-inspected, normally within 20 working days of our response unless you agree a longer timescale.
If at any stage we cannot meet a target time, we will tell you in writing before it expires, explain why, and agree a revised timescale with you.
If we can't resolve your complaint
If you are not satisfied with our response, or if your complaint is not resolved within 28 working days, we will signpost you in writing — at no cost to you — to the following independent routes:
- Financial Protection Product (FPP): every installation is covered by a financial protection product (insurance-backed guarantee) that protects your deposit and the workmanship of your installation for a minimum of 6 years. Where we cannot resolve a workmanship complaint, you can use the FPP provider's complaints and claims process — the provider's details are on the certificate issued with your installation.
- MCS: if your complaint concerns our compliance with the MCS Scheme, you can complain directly to MCS at mcscertified.com (Contact Us → Make a complaint).
- NAPIT — our certification body (Membership No. 83647): complaints relating to our MCS certification can be referred to NAPIT via their published process at napit.org.uk.
- Trading Standards / Citizens Advice: you can seek free, impartial advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133) and refer matters to your local Trading Standards service.
Your rights
This complaints procedure does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact
If you have any questions about this procedure: hello@circle-energy.co.uk.
Last reviewed: June 2026.