Complaints | OFTEC compliance services

How to make a complaint to OFTEC

OFTEC aims to provide a reliable and consistent service at all times.  We suggest you read our leaflet 'OFTEC compliance services' first for more information about our complaints process before getting in touch with us. If you are still unhappy with work done by a registered business/technician after reading the compliance services leaflet then, we want to hear about it.

To make a complaint

  • Call us to speak to a person who will listen and advise you. Many issues can be resolved with a simple phone call.
  • If your issue cannot be resolved over the phone, you will be asked to raise an official complaint. The compliance team will explain the next steps and what is involved in the process.

What can OFTEC investigate?

  • Non-compliant work which has not been carried out in accordance with the local building regulations.
  • Non-compliant work which has not been carried out in accordance with the equipment manufacturer's instructions.
  • Work that has resulted in an unsafe condition and/or situation.
  • You have other concerns that make you question the technician’s technical competence.
  • Non-notification of controlled service work (in applicable regions).

What can OFTEC not investigate?

  • If the business/technician is not registered with OFTEC or wasn't OFTEC registered at the time of work.
  • If the work is not covered by the scope(s) of OFTEC registration held by the business/technician.
  • Financial or contractual disputes.

For complaints OFTEC cannot investigate we advise that you find out your rights under the relevant Consumer Law. Dependant on your location there are different citizens and consumer organisations that can provide you with guidance and assistance.

If the business/technician is not OFTEC registered but is using the OFTEC logo please click here to report it to us.

TrustMark or PAS 2030 scheme

If you have work completed by an OFTEC registered business under the PAS2030 specification or by the government endorsed TrustMark scheme and have a concern over the standard of the work, please report these matters to OFTEC so they can be investigated in accordance with this procedure. To check if the business/technician is registered with the OFTEC PAS 2030 or TrustMark schemes please contact our registration team.

Microgeneration Certification Scheme (MCS)

If you have a renewable installation completed under MCS and have a concern over the work, then these matters are to be reported directly to MCS for investigation.

To see the MCS complaints policy and for details on how to submit a complaint to MCS please visit: www.mcscertified.com/make-a-complaint/

To check if a business/technician is MCS certified please visit www.mcscertified.com/find-an-installer or call the MCS help desk on 0333 103 8130.

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