Green deal - Terms and conditions were unclear

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Based on resolver's experience to date, when you sign a Green Deal plan, you make a contract with the Green Deal Provider. The contract has terms and conditions, setting out your rights and the things that you and the provider have agreed to do.

If you feel that some of terms of the contract are unclear, you can either challenge the unclear elements, or you can cancel the contract. The Green Deal plan is covered by the Consumer Credit Act, which gives you some important rights. You can cancel a credit agreement at any time before you sign the agreement or within 14 days of signing it. Often, it will be easier to cancel the contract than to attempt to complain about the unclear contract terms.

Challenging the contract can be a difficult process, but resolver can assist you in doing so. The Law Commission and the Scottish Law Commission are proposing legal reforms to protect consumers from unfair terms and make it easier to challenge contracts where total costs are not made clear upfront. This will not come into full force until 2014.

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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Helping you with Terms and conditions were unclear

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