Dispute resolution

Dispute resolution and information request pathways

The delivery of the Feed-In Tariffs (FIT) scheme involves a number of different organisations. To help you find the right organisation to get your issue resolved, this guidance outlines the complaints and query procedures for each of the organisations involved.

Only the owner of the installation or those who have been assigned FIT Payment rights (nominated recipients) may complain/raise a dispute, although non-owners may still make certain information requests. For nominated recipients, the dispute resolution process may be limited because of data protection issues, and in those circumstances the owner of the installation would be required to take the complaint/dispute forward.

 

Complaint about your FIT Licensee

Types of issue

  • disputes or delays in registration of installation
  • delays in issuing/ processing of FIT payments
  • miscalculation of FIT payments
  • incorrect advice on FIT

The Process

Find information about an installation on your property that is, or may be, accredited under the FIT scheme

Types of issue

  • whether the installation at the property is registered to receive FIT support
  • the identity of the FIT Generator (ie the individual or company registered as the owner of the installation)
  • the identity of the FIT Licensee making payments to the FIT Generator

The Process

Request information held by Ofgem

For information not covered by an Ownership Register Query (ORQ)

Types of issue

  • Subject Access Requests (SARs)
  • Freedom of Information (FOI) requests
  • Environmental Information Regulations (EIR) requests

The Process

Complaint about information held on the Central FIT Register (CFR)

Types of issue

  • disputes relating to information contained on the CFR

The Process

Complaint about Ofgem

Types of issue

  • delays in accreditation for installations that apply through the ROO-FIT process
  • appeals around installations deemed not to meet the FIT criteria
  • appeals where generators feel they have unfairly been withdrawn from the FIT scheme

The Process

Complaint about your Energy Performance Certificate (EPC)

Types of issue

  • concerns about validity of certificate
  • issues with information on the certificate
  • concerns about manner or quality of survey
  • concerns that you did not know you needed an EPC, or weren’t told by your installer that it had to be Level D or above and issued before your solar installation was commissioned to qualify for the higher FIT tariff

The Process

Complaint about the Microgeneration Certification Scheme (MCS)

Types of issue

  • delays in receiving MCS certificate/number

The Process

Complaints should be made to the MCS Administrator.

Visit the MCS website to find out more, or phone: 0333 103 8130

Any complaints about the policy requirement to use MCS accredited equipment/installers should be referred to the Department for Energy Security and Net Zero.

Complaint about an installer

Types of issue

  • quality of workmanship / installation
  • actual performance of installation differs from expectations / information given during pre-sale
  • incorrect information / advice given regarding the FIT scheme
  • cancelling a contract

The Process

Complaint about product or equipment quality

Types of issue

  • generating equipment is not performing / is faulty

The Process

Complaint about the FIT policy

Types of issue

  • raising issues regarding the existing FIT policy

The Process

If you don’t understand a term being used, please see our glossary