Green deal - Unable to contact the call centre

Based on resolver’s experience to date, being unable to contact the customer services call centre can be frustrating. If the sheer volume of calls is stopping you from getting through to a representative you could try emailing their customer services department instead. If you are not happy with the service you have received you should escalate to a higher point of authority and ask a supervisor or manager to either call or email you back. This gives a more senior member of staff the opportunity to look into your complaint. You should be reassured that your custom is valued and that your complaint will be responded to within a give timeframe. At worst, if you are unable to email your service provider you could write to your Green Deal Provider’s customer service department and ask them to address you original complaint and further address your inability to get in touch with them. You should ask for an apology and compensation. If you are still unhappy with their response, you can ask the Ombudsman to look into it for you. Resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

It can be frustrating when you cannot contact the call centre!

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: