How We Work with Suppliers and Installers

Our aim is to only work with a small number of suppliers and installers that meet our required level of quality, reliability or suitability. In order to do this we review and monitor various criteria to assess each supplier for their:

  1. Track record: We tend to work with larger, national suppliers and installers with at least 10 years of trading history.
  2. Quality: Whilst we do not collect and then display consumer reviews and/or ratings of suppliers, we do monitor customer reviews posted on public portals (such as Trustpilot and Google Reviews) for the suppliers we work with. Additionally, we use third-party tools to monitor and be alerted to any new legal complaints or press coverage for our suppliers. We also welcome feedback and complaints about our service and the suppliers we work with from customers directly.
  3. Reliability and suitability: We review credit and financial information on each of our suppliers to understand their degree of financial stability. We actively verify the accreditation and trade association membership status of our suppliers for the following bodies:
    1. MCS
    2. NICEIC
    3. HIES
    4. Flexible Energy Oversight Registration Body (Flexi-Orb)
    5. Gas Safe
    6. FENSA
    7. The Glass and Glazing Federation

What happens if suppliers don’t meet our standards?

If we find a supplier is not meeting our standard for quality, reliability or suitability, we will raise the issue directly with the supplier in question to investigate further. Based on this investigation we will take further action including temporarily suspending the activity of a supplier on our platform until the area of underperformance is remedied or the removal from our service altogether.

What is our investigations and sanctions process?

  1. We will verify that a breach of our standards has occurred. This can be through various methods depending on the type and severity of the breach. For example, customer complaints are manually reviewed to validate legitimacy and gain further evidence of any claims made under the complaint.
  2. If it is deemed a breach of standards has occurred, we will inform the supplier that we are investigating.
  3. If it is deemed a breach of standards has occurred, we will inform the supplier that we are investigating.
  4. The outcome of the investigation will lead to one of the following outcomes:
    1. The supplier can remain on our service subject to certain remedial actions being completed.
    2. The supplier will be reinstated on our service subject to certain remedial actions being completed.
    3. The supplier will be removed from our service altogether.