We are committed to providing the highest quality service. However, if something goes wrong, we want to hear from you so we can put it right. This policy sets out how we will handle complaints fairly, transparently, and in line with HIES and PAS 2030 requirements.
Complaints about our work
If your complaint is about the installation, the products, or the service you received from us, please contact us at info@arktek.co.uk on 0191 516 6911 or by post at Arktek Group Limited, North East Business & Innovation Centre, Sunderland, SR5 2TA. We will acknowledge your complaint and tell you how we will handle it.
Please provide:
- your name and address;
- the site address (if different);
- a description of the issue;
- any supporting evidence (for example photos, dates, communications).
Our complaints handling process
Acknowledgement
The Arktek Administration Team will acknowledge your complaint in writing within 3 working days of receipt.
Investigation
A full investigation will be carried out by the Senior Management Team, who will review all available evidence and liaise with you where required.
Response
We will issue a full written response within 10 working days of acknowledging your complaint. If we need more time (for example for technical inspections), we will explain why and provide an expected timescale.
Resolution
Where we are at fault, we will take corrective action promptly (for example remedial works, replacement, or compensation if applicable). If we do not uphold your complaint, we will explain our reasoning in writing, with supporting evidence.
Escalation within Arktek
If you remain dissatisfied, your complaint will be escalated internally to the Directors for a final review.
Alternative Dispute Resolution (ADR)
If your complaint cannot be resolved directly with us, you have the right to use HIES’ independent ADR service. This ADR service is impartial, free of charge to consumers, and any Ombudsman decision is binding on us if accepted.
- HIES ADRSolutions House, Chorley Business & Technology Centre, Euxton Lane, Chorley, PR7 6TE
- Telephone0330 335 3354
- Emailinfo@hiesscheme.org.uk
Further action
In rare cases where the ADR process does not resolve the matter, you may also seek support through:
- the TrustMark Dispute Resolution Ombudsman;
- Ofgem (for ECO4 scheme-related issues);
- your ECO4 funding provider.
Our commitment
- All complaints are logged and reviewed as part of our continuous improvement process.
- Lessons learned from complaints are used to strengthen training, quality checks, and compliance across Arktek Group Ltd.
Contact for complaints
- Arktek Administration Team0191 516 6911
- Emailinfo@arktek.co.uk
- Policy last reviewed6 November 2026
Complaints relating to finance
If your complaint relates to the finance agreement itself, including the terms of the agreement, payments, the way the finance was explained to you, or the administration of your finance agreement, please contact Hometree Finance, a trading name of HTG Finance Limited, directly at hello@hometreefinance.co.uk.
If you are unhappy with the outcome of your complaint, or you have not received a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The service is free and independent.