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Complaints Procedure

Last Updated: July 2026

At JHT Energy Services Ltd, we pride ourselves on the quality of our installations and customer service. However, we recognise that sometimes things can go wrong. If you are not satisfied with any aspect of our service, please let us know so that we can resolve the issue as quickly as possible.

How to Contact Us

To register a complaint, please contact us using one of the following methods:

  • By Phone: 07506 756911 (Mon - Fri, 9am - 5pm)
  • By Email: javaid.awan@jhtenergyservices.com
  • By Mail: JHT Energy Services Ltd, 134A Palmerston Road, London, England, E17 6PY

Our Resolution Process

Once we receive your complaint, we will follow a structured process to ensure it is resolved fairly:

  1. Acknowledgement: We will acknowledge your complaint in writing (via email or letter) within 5 working days of receipt, confirming who is investigating the matter.
  2. Investigation: Our management team will conduct a thorough internal review of your installation records, survey details, or service log to investigate the issues raised.
  3. Response & Resolution: We aim to provide a full, formal written response with our findings and a proposed resolution within 21 working days. If the issue is complex and requires longer, we will contact you to explain why and provide an updated timeline.

Alternative Dispute Resolution (ADR)

We hope to resolve all complaints internally. However, if we cannot reach an agreement, or if your complaint is not resolved to your satisfaction within 8 weeks, you have the right to refer the matter to an independent Alternative Dispute Resolution (ADR) provider.

As a registered member of the Renewable Energy Consumer Code (RECC), our ADR services are provided by:

  • ADR Provider: RECC (Renewable Energy Consumer Code)
  • Website: recc.org.uk
  • Resolution Partner: Independent arbitration is administered via CEDR (Centre for Effective Dispute Resolution) under the RECC scheme rules, providing completely free and impartial dispute resolution for domestic consumers.

Consumer Rights & TrustMark

JHT Energy Services Ltd operates strictly under the TrustMark Code of Conduct. For more information on your rights as a consumer, please review the TrustMark Customer Charter.