Complaints policy.

Our commitment

Most things go right at Geko — but when they don't, we want to hear about it and fix it. This policy explains how to raise a complaint, what we'll do, and what your options are if we can't resolve it ourselves.

How to raise a complaint

The fastest way is to use our online complaints form or email complaints@geko.energywith the subject line “Complaint”. Please include:

• Your full name and the address of the install.
• Your Geko quote or install reference number (if you have one).
• A description of what's gone wrong.
• What outcome you'd like.
• Any supporting photos or documents.

You can also call us on 07700 140545 or write to Geko Energy Ltd, 61 Bridge Street, Kington, HR5 3DP, United Kingdom.

What happens next

1. Within 2 working days— we'll acknowledge receipt of your complaint by email and assign a case owner.
2. Within 5 working days— we'll respond with either a resolution proposal or an explanation of how long we need to investigate.
3. Within 8 weeks— we'll give you a final written response. If we need longer (e.g. a third-party warranty claim), we'll explain why and give you a new timeline.

Throughout the process, your case owner is your single point of contact. We'll keep you updated even if we're still working on it.

If you're not happy with our response

If we haven't resolved your complaint within 8 weeks, or you remain unhappy with our final response, you can escalate through one of the independent routes below. All are free for consumers.

IAA — Installation Assurance Authority

For complaints relating to the IAA Microgeneration Guarantee Scheme our workmanship warranty is underwritten through. They handle guarantee claims, installer disputes and independent assessment of unresolved complaints against IAA-registered installers like us.

• Website: installationassuranceauthority.co.uk

Citizens Advice

Free general consumer advice if you're unsure where to go first.

• Website: citizensadvice.org.uk
• Phone: 0808 223 1133

Trading Standards

For matters that may involve consumer law breaches, you can also report to your local Trading Standards office via Citizens Advice.

Continuous improvement

Every complaint is logged and reviewed monthly by our leadership team. Patterns are used to improve our processes and prevent the same issue happening again. We treat complaints as one of our most valuable feedback channels.

Questions

Email complaints@geko.energy any time.