Consumer Protection Codes

These consumer codes are set up to promote renewables and protect consumers. Their members are from the renewable industry and they have to adhere to the code, which is backed by the Chartered Trading Standards Institute. All Domestic RHI heating systems and installers must be MCS certified. A condition of MCS Certification is membership to The Renewable Energy Consumer Code (RECC), Home Insulation and Energy Systems Contractors Scheme (HIES) , or The Glass and Glazing Federation (GGF).

They can help deal with complaints regarding breaches of the consumer code, such as:

  • where misleading information has been provided regarding the scheme or the renewable technology installed,
  • where the heating system is underperforming, or
  • where the information in the contract and the actual service provided do not match up.

They can’t deal with complaints about underperforming equipment, repairs or matters regarding the safety of the heating system.

Please note: MCS and the consumer code organisations work closely together to address complaints for domestic consumers. If you do have a complaint, consider addressing it to each organisation to make sure it can be fully investigated.

MCS is a quality assurance scheme that certifies installers and products. It ensures that certified products have been installed and commissioned to agreed standards. If you have a complaint regarding an MCS installer or product, MCS commits to dealing with it fairly and impartially.

You can read about making complaints on our webpage.