Green deal - I want to cancel my assessment

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Based on resolver’s experience to date, if you agree at home to have an assessment carried out, you're entitled to cancel within a seven day cooling off period because this is a doorstep sale. If you agree to an assessment over the phone or on the internet you may also be entitled to cancel within a seven day cooling off period because this is a distance sale.

If a Green Deal assessor knocks on your door unsolicited, they must allow at least 24 hours before making an assessment – unless you specifically request it.

However, if you decide to cancel an assessment you have agreed to within the seven day cooling off period, you may be liable to pay for part, or in some instances all, of the assessment fee.

When considering whether to have a Green Deal assessment, you should always check if there is an upfront charge for the assessment or whether you will be charged if you decide not to proceed or have the work undertaken by a Green Deal Provider not linked with the assessor. Don’t be pressured into signing up to anything or paying any money upfront if you’re unsure.

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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