Our Commitment to You

At Lite Energy Ltd, we aim to deliver a high standard of workmanship and customer care on every project, from your first consultation through to installation and beyond. We know that occasionally things don’t go to plan, and if that happens, we want to hear about it so we can put it right.

A complaint is any expression of dissatisfaction — whether about our products, our service, an installation, or (where applicable) a finance arrangement — made to us verbally or in writing. There is no charge for raising a complaint, and every complaint is treated fairly, confidentially, and without affecting the service you continue to receive from us.

We are committed to providing exceptional service and ensuring all installations and customer interactions adhere strictly to Section 9 of the Renewable Energy Consumer Code (RECC) along with the MCS Customer Commitment.

How to Make a Complaint

You can get in touch with us in any of the following ways:

• By phone: 0116 482 3897 or 0794 7751 413
• By email: info@liteenergy.co.uk
• In writing: Lite Energy Ltd, 80 Commercial Square, Freemens Common Rd, Leicester, LE2 7SR

If it would help, you’re welcome to nominate someone you trust — a family member, friend, or representative — to raise or manage the complaint on your behalf. Where this is the case, we will co-operate fully with this person. If you need this information in a different format, or need extra support to make your complaint (for example due to ill health, disability, or a change in circumstances), please let us know as early as possible so we can support you appropriately throughout the process.

Our team is available Monday to Friday, 9am–5pm, excluding bank holidays.

What Happens Next

We aim to resolve most complaints quickly, but where a fuller investigation is needed, here is what to expect under our RECC and MCS complaint procedure:

If we’re able to sort things out quickly, we’ll confirm the outcome to you directly rather than making you wait for the full process. If your complaint is more complex and cannot be resolved within a given period, we will write to you to explain why and provide regular updates.

Our final response will set out what we found, what action we have taken or plan to take, and what options are available to you if you are still not satisfied.

Escalation & Alternative Dispute Resolution (ADR)

Where we are unable to resolve any complaint received from domestic customers directly, you have the right to escalate the matter externally through MCS or RECC:

• MCS: Contact via email at mcscomplaints@mcscertified.com or telephone on 0333 103 8130.
• RECC’s Nominated Provider (Green Homes Dispute Resolution): Contact via email at hello@ghdr.org.uk or telephone on 0204 616 0015.

Where escalation does not result in a resolution, the escalated party (MCS or RECC) can opt to escalate further to an independent Alternative Dispute Resolution (ADR) process. Lite Energy Ltd will co-operate fully with this ADR process.

Need Extra Support?

If you’d like this information in another format, or need any additional help to raise or progress your complaint, just get in touch using the details above and we’ll be glad to assist.