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Compliance & Consumer Protection

At Polar Energy Ltd, we are committed to delivering high-quality workmanship, transparent communication, and excellent customer service. We welcome all customer feedback, as it helps us maintain and improve our standards.

Customer Feedback

We value positive and constructive feedback. If you would like to provide feedback regarding your experience, please contact us using the details below:


  • Email: contact@polar-energy.co.uk

  • Telephone: 07510 132424

  • Post: Polar Energy Ltd, 20 Hooe Road, Hooe, Plymouth, PL9 9RG

 

All feedback is reviewed by a company director and used to improve our service delivery.

Complaints Procedure

If you are dissatisfied with any aspect of our service, we ask that you notify us as soon as possible so that we can resolve the matter promptly and fairly.

Stage 1 – Initial Complaint

Complaints should be submitted in writing by email or post to the contact details above. Please include:

  1. Your full name and address

  2. Installation address (if different)

  3. A clear description of the complaint

  4. Any relevant supporting documentation

  5. We will acknowledge your complaint within 5 working days of receipt.

Stage 2 – Investigation

Your complaint will be fully investigated by a director of Polar Energy Ltd. We may contact you to request further information or arrange a site visit if required.

We aim to provide a formal written response within 14 working days. If the matter is complex and requires additional time, we will inform you in writing and provide an updated timescale.

Stage 3 – Resolution

Where appropriate, we will outline corrective actions and an agreed resolution plan. Our aim is always to resolve complaints fairly, transparently and without delay.

  • Alternative Dispute Resolution (ADR)
  • If we are unable to resolve your complaint to your satisfaction, you may escalate the matter to our Alternative Dispute Resolution provider:

  • Renewable Energy Consumer Code (RECC)

  • Membership Number: 00079959
  • RECC provides an independent dispute resolution process in accordance with the Consumer ADR Regulations.
  • You may also notify TrustMark (Registration Number: 3689343), who oversee quality and consumer protection standards.

Cooling-Off Rights

Domestic customers are entitled to a 14-day cooling-off period in accordance with the Consumer Contracts Regulations 2013. Full details are provided within your written contract documentation.