Based on resolver's experience to date, not saving as much as expected with the Green Deal can be caused by an incorrect assessment, changes in your behaviour (rebound effect) or the works not being installed correctly. This can pose a problem for you, as the 'Golden Rule' of the Green Deal is that you should not be 'paying out' for the cost of the improvements as the energy savings from the improvements should pay for them. As soon as you notice that this is the case you should raise the issue with the energy company (assuming the work is completed) and then a formal complaint can be created. This should be done in writing to the Customer Services department of your Green Deal Provider (details can be found on your Energy Performance Certificate). If your Green Deal provider is unable to resolve your issue then you will be able to escalate, as a last resort, to the Ombudsman. They will act as an independent arbitrator to rule on any dispute between you and your provider.
Resolver recommends that you submit your concern in writing and we can assist you in all aspects of your complaint; formulating letters, recording dialogues, and reminding you when and who to escalate to.
There is a Code of Practice which sets out requirements designed to ensure that all Green Deal Participants and Certification Bodies:
• operate fairly and transparently;
• deliver good customer service;
• have appropriate levels of training;
• and provide appropriate redress mechanisms for customers.
Green Deal Participants and Certification Bodies must ensure that a copy of this Code of Practice is made available, free of charge, to anyone who requests it. This should help you to understand your specific rights if something goes wrong.
A copy can be found here:
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