Solar100 may receive and review complaints about Verified Partners, request supporting information, invite the provider to respond, update platform information and consider temporary or longer-term status action where appropriate.
How Does Solar100 Handle Complaints About Verified Partners?
Solar100 may review complaints that relate to a participating provider’s verification information, business identity, service claims, customer communication, project process, warranty support or continued suitability for Verified Partner status.
How Does the Solar100 Complaint Process Work?
Solar100 may review a complaint when it appears relevant to the provider’s Verified Partner information, continued programme participation or the accuracy of claims associated with its platform profile.
The process may generally include the following stages:
- Complaint Is Submitted The customer provides the provider name, project details, concern and available supporting records.
- Scope Is Assessed Solar100 considers whether the issue relates to verification, platform information or a private contractual dispute.
- Evidence Is Organised Relevant quotations, messages, contracts, invoices, photos or warranty records may be reviewed.
- Provider May Be Contacted The Verified Partner may be asked to clarify the matter or provide supporting information.
- Interim Action May Be Considered Profile information or status may be temporarily limited where immediate review is reasonably required.
- Review Outcome Is Determined Solar100 may close the review, update information, request correction, maintain, suspend or remove status.
What Types of Complaints May Solar100 Review?
Solar100 may review complaints that appear connected to the provider’s business identity, verification information, service claims or continued suitability for active Verified Partner status.
Verification-Related Complaints
These may involve company identity, credentials, service coverage, O&M support, consultation claims or information displayed on the Solar100 profile.
Project-Related Complaints
These may involve quotations, delays, workmanship, equipment, warranties, communication or payment disagreements.
Examples may include:
- Incorrect legal company information
- Unclear or outdated credential claims
- Misrepresentation of Verified Partner status
- Service claims that appear inaccurate
- Unclear installer or subcontractor identity
- Failure to provide promised consultation
- Quotation information that conflicts with representations
- Unclear equipment models
- Unclear warranty provider
- Unavailable after-sales contact
- O&M support concerns
- Repeated failure to respond
- Installation delay concerns
- Workmanship complaints
- Payment or deposit disputes
- Claims that Solar100 guarantees the project
What Information Should a Customer Submit?
Clear and organised information can help Solar100 understand the concern and determine whether further review is appropriate.
Useful information may include:
- Customer name and contact details
- Solar provider name
- Legal company name, if known
- Project address or location
- Project type
- Date of quotation
- Date of contract
- Date of installation or expected completion
- Clear description of the complaint
- Steps already taken with the provider
- Requested resolution
- Relevant supporting documents
Supporting records may include:
- Quotation
- Signed contract
- Invoices and receipts
- Proof of payment
- Email correspondence
- WhatsApp or message records
- Installation photos
- Equipment labels or serial information
- Warranty documents
- Monitoring screenshots
- Site inspection reports
- Previous complaint records
How Does Solar100 Consider Supporting Evidence?
Solar100 may consider the information supplied by the customer, the provider’s response, existing platform records and other relevant supporting materials.
| Information Type | What May Be Considered | Why It May Matter |
|---|---|---|
| Company Information | Legal name, registration information, address and contact details | Helps identify the business responsible for the project. |
| Quotation and Contract | Equipment, price, scope, timeline, payment terms and exclusions | Helps distinguish written obligations from verbal expectations. |
| Customer Communication | Emails, messages, promised actions and provider responses | May show what was represented and how the issue was handled. |
| Technical Records | Photos, inspection reports, equipment information and monitoring | May provide context for technical or workmanship concerns. |
| Warranty Information | Warranty issuer, coverage, exclusions and claim process | Helps identify the party responsible for after-sales support. |
| Provider Response | Clarification, correction, supporting records or proposed action | Helps assess whether the concern can be reasonably addressed. |
How May the Verified Partner Respond?
Where appropriate, Solar100 may invite the provider to clarify the complaint and supply relevant information.
The provider may be asked to:
- Confirm the legal company involved
- Confirm whether it handled the project
- Provide the applicable quotation
- Provide the applicable contract
- Explain the project scope
- Explain delays or changes
- Clarify equipment supplied
- Clarify subcontractor involvement
- Explain warranty responsibilities
- Explain O&M arrangements
- Provide communication records
- Correct inaccurate platform information
- Propose reasonable follow-up action
- Respond within a reasonable period
When May Solar100 Take Temporary Action?
Solar100 may consider temporary action before a full review is completed when the available information indicates that immediate clarification or risk control is reasonably required.
What Are the Possible Complaint Review Outcomes?
The outcome may depend on the complaint scope, available evidence, provider response and whether the matter relates to Solar100 Verification.
| Possible Outcome | What It May Mean | Possible Follow-Up |
|---|---|---|
| No Verification Action | The complaint may not establish a relevant verification issue. | The parties may need to address the dispute directly. |
| Information Clarified | The concern may be resolved through explanation or supporting documents. | The review may be closed with no status change. |
| Profile Corrected | Platform information may require an update or correction. | The provider may be asked to confirm revised information. |
| Further Monitoring or Review | Additional information may still be required. | The status may remain under review. |
| Temporary Suspension | Active Verified status may be limited while material matters remain unresolved. | Reassessment may occur after clarification. |
| Status Removed | Continued active Verified Partner status may no longer be appropriate. | Reapplication or reassessment may be considered where applicable. |
Does Solar100 Resolve Contract, Payment or Workmanship Disputes?
Solar100 may consider whether a dispute affects Verified Partner status, but Solar100 does not automatically become the decision-maker for private contracts, payments, engineering questions or warranty liability.
Disputes may involve:
- Deposit refunds
- Payment schedules
- Project delays
- Change orders
- Equipment substitutions
- Roof damage allegations
- Water leakage allegations
- Electrical or technical defects
- Generation shortfalls
- Warranty claims
- Repair costs
- Contract cancellation
What Are Solar100 and the Provider Responsible For?
Solar100’s Role
- Receive relevant complaint information
- Assess whether the matter relates to verification
- Request supporting records where appropriate
- Invite provider clarification where appropriate
- Correct platform information when needed
- Review active Verified Partner status
- Consider suspension or removal where appropriate
Solar Provider’s Role
- Respond to customer concerns
- Provide accurate project information
- Honour applicable contractual obligations
- Provide warranty and after-sales support
- Correct inaccurate representations
- Respond to reasonable clarification requests
- Remain responsible for the actual project
Solar100 does not take over the provider’s contract, installation, workmanship, warranty, refund, payment or customer-service obligations.
What Are the Limits of Solar100’s Complaint Process?
Solar100’s complaint process is primarily used to assess platform information and continued Verified Partner status. It is not a substitute for a court, regulator, arbitrator, engineer, insurer or legal adviser.
Solar100 does not necessarily:
- Determine criminal or civil liability
- Issue government enforcement decisions
- Order compensation or refunds
- Rewrite customer contracts
- Conduct a full forensic investigation
- Perform an engineering inspection
- Verify every allegation independently
- Guarantee a provider response
- Guarantee a particular complaint outcome
- Resolve every warranty dispute
- Act as the equipment manufacturer
- Assume responsibility for the installation
What Should Customers Do Before and After Submitting a Complaint?
Customers should keep clear records and continue taking reasonable steps to protect their contractual and technical interests.
- Have I contacted the provider through its official support channel?
- Have I clearly explained the problem in writing?
- Have I requested a written response?
- Do I have the quotation and signed contract?
- Do I have invoices and proof of payment?
- Have I saved relevant emails and messages?
- Do I have dated photos or monitoring records?
- Have I identified the exact legal company involved?
- Do I know who provides the applicable warranty?
- Have I checked the dispute or cancellation terms?
- Does the issue require an independent technical inspection?
- Does the issue require urgent safety action?
- Have I protected relevant limitation or claim deadlines?
- Have I avoided making unsupported public accusations?
- Have I kept the original documents?
- Have I provided Solar100 with a clear factual timeline?
Customers should be cautious when:
Frequently Asked Questions
How does Solar100 handle complaints about Verified Partners?
Solar100 may record the complaint, review supporting information, request clarification from the provider and consider whether platform information or Verified Partner status should be updated.
Does a complaint automatically suspend the provider?
No. A complaint may trigger review, but suspension depends on the complaint’s relevance, seriousness, supporting information and the need for temporary action.
Will Solar100 ask the provider to respond?
Where appropriate, the provider may be invited to clarify the matter, provide documents, correct information or explain the steps taken.
What evidence should a customer provide?
Useful records may include the quotation, contract, invoices, proof of payment, messages, photos, warranty documents, monitoring records and a clear timeline.
Can Solar100 remove Verified Partner status after a complaint?
Yes. Removal may be considered when serious verification concerns remain unresolved, important information is inaccurate or the provider no longer meets applicable programme requirements.
Does Solar100 decide who is legally liable?
No. Solar100’s internal review does not replace a court, regulator, arbitrator or professional legal and technical assessment.
Can Solar100 order a refund or repair?
No. Solar100 does not automatically have authority to order refunds, repairs, compensation or contract cancellation.
Will submitting a complaint guarantee a result?
No. Submission does not guarantee status suspension, removal, refund, repair, replacement or warranty approval.
Should the customer still contact the provider directly?
Yes. Customers should normally use the provider’s official support, complaint and warranty channels while keeping clear written records.
Start Your Solar Comparison
Submit your property location, electricity bill range and project requirements to discover participating residential, commercial or industrial solar providers that may serve your area.
Request and Compare Solar Quotes