At Soly, every effort is made to provide a great customer experience. We’re sorry to hear that things haven’t gone as they should this time.

Thanks for taking the time to let us know, it’s really important to us that we hear about any issues.

We aim to resolve any concerns promptly and efficiently, and we will also use the feedback to improve our existing processes.

All complaints will be handled in a consistent manner. Complaints will be treated sensitively, confidentially and in accordance with the HIES Scheme Rules and Code of Practice, which is the Consumer Code we adhere to and in line with the General Data Protection Regulation (GDPR).

Here’s how to proceed:

  1. Contact us using this form, uploading any attachments and giving us as much detail as possible on your issue. Our Customer Care team will read this carefully and provide you with a response within 3 working days. We’ll aim to fix it immediately where possible, and if we can’t resolve straight away, we’ll give you a time frame in which we’ll work to do so. We will always endeavour to provide a solution you are satisfied with.

  2. We hope to have found a resolution to your complaint. If you are not satisfied with how we are handling your complaint, you may refer your case to The Home Insulation and Energy Systems Quality Assured Contractors Scheme (HIES), to request mediation, by telephoning 0344 324 5242 or alternatively, via the HIES website https://www.hiesscheme.org.uk/.

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