Customer feedback and complaints procedure
We aim to get every installation right first time. If we fall short, this page explains how to tell us, what we will do, and how to seek independent help if we cannot resolve things between us.
How we handle complaints
Complaints are free to make, are handled by a named person, and never affect the warranty or after-sales support you are entitled to. Working days exclude weekends and English bank holidays.
Tell us what has gone wrong
Contact us by phone, email or post using the details below. To help us investigate quickly, please include your name, the installation address, your quote or invoice reference, a description of the problem, and the outcome you would like.
We acknowledge within 3 working days
You will receive written acknowledgement, a complaint reference, and the name of the person handling your case.
We investigate and respond within 10 working days
We review the job file, speak to the team involved and, where needed, arrange a site visit. We will then write to you with our findings and any remedy we propose. If the investigation needs longer — for example while we wait on a manufacturer — we will tell you why and give you a revised date.
Escalation and final response
If you are not satisfied with the response, ask for the complaint to be reviewed by a director. You will receive our final written response no later than 8 weeks from the date we first received your complaint. That letter will explain our final position and how to take the matter further independently.
Independent help
If we cannot resolve your complaint within 8 weeks, or you are unhappy with our final response, you have the right to refer it to an independent alternative dispute resolution (ADR) provider. Our final response letter will give you the ADR provider's name, contact details and the time limit for making a referral.
If your complaint concerns compliance with MCS installation standards, you may also raise it with the Microgeneration Certification Scheme (MCS) once you have given us the opportunity to respond.
Free, impartial consumer advice is available from the Citizens Advice consumer service on 0808 223 1133. Nothing in this procedure affects your statutory rights.
How to contact us
- Phone
- 01376 297267
- hello@blanksolar.comPlease put “Complaint” in the subject line.
- Post
- Customer Care, BLANKSOLAR LTDUnit G4, The Plaza1 Rutherford ParkBraintree, EssexCM77 7AUEngland
Feedback and reviews
We ask every customer for feedback once their system is commissioned, and we use it to improve our training, processes and the partners we work with. Good or bad, we want to hear it.
If you were happy with your installation, a public review helps other homeowners choose with confidence.
Leave a Google reviewSee also our company information and terms of service.
Questions about an existing installation?
Call 01376 297267 and ask for customer care — most issues are sorted with a quick conversation.