Complaints Procedure

Glow Homes operates in accordance with recognised UK consumer protection standards, including structured complaint handling and access to independent dispute resolution where applicable.

At Glow Homes, we take concerns seriously and handle them properly.

We are committed to delivering high-quality systems, clear communication, and a positive experience throughout every stage of working with us. If something isn’t right, we want to know — and we will address it fairly and thoughtfully.

Raising a concern will never affect how you are treated by Glow.

How to Make a Complaint

Complaints may be submitted:

Email: complaints@glow.homes
Phone: 0333 112 7272
Post: Glow Collective Ltd, 89C Rayleigh Avenue, Leigh on Sea, Essex, SS9 5DL

To help us investigate promptly, please include:

Your full name and property address
Installation date (if applicable)
A clear description of the issue
Any relevant photographs or supporting information

What Happens Next

Acknowledgement
We will acknowledge your complaint in writing within 2 working days.

Investigation
We will review all relevant information and may contact you for clarification or arrange a site visit where appropriate.

Response
We aim to provide a substantive written response within 14 calendar days of receiving your complaint. Where appropriate, this will be identified as our Final Response.

If additional time is required due to complexity, we will keep you informed.

If You Are Not Satisfied

If you remain dissatisfied after receiving our Final Response — or if eight weeks have passed since you first raised your complaint and it has not been resolved — you may seek independent review.

Glow Homes is committed to operating in line with recognised UK consumer protection standards. Where applicable, you may refer your complaint to Alternative Dispute Resolution (ADR) through the Renewable Energy Consumer Code (RECC).

RECC provides an independent dispute resolution service for eligible complaints.

Details of how to escalate your complaint, including contact information for RECC, are available on request or via the RECC website.

You may also seek independent advice (for example, from Citizens Advice) or pursue any statutory remedies available to you.

Nothing in this procedure affects your statutory rights.

Our Commitment

We log all complaints and review them regularly to improve our processes, training, and service standards.

Nothing in this procedure affects your statutory rights.